Quick question: Do you take your smartphone into the washroom with you? (Just do a quick search and you’ll find…

This week I got an email from an online retailer about a few items I’d put in a shopping cart…

So you’ve finally hopped on to the customer service excellence train. You’ve seen where it’s headed – to the land…

When you head to a fast food restaurant for dinner, you generally expect to get affordable food and reasonable customer…

Dealing with a constant stream of inquiries, whether they are positive or negative, is never an easy task. Being a…

In the words of Veruca Salt, “Charlie and the Chocolate Factory’s” infamous spoiled brat, “I want it now!” Young or…

As a Director of Customer Service, your time (as well as that of your agents!) is valuable yet often limited,…

Creating and maintaining a successful e-commerce store is not an easy task. The Internet is a dog-eat-dog world, and your…

Everybody likes to be rewarded. Parents treat cleanup time as a game of scavenger hunt for their kids. Teachers often…

For many small business and e-commerce stores, social media is an excellent platform to connect with existing customers and attract…

Social media has increasingly gained popularity as a vehicle for communication between businesses and customers. A whopping 47% of customers…

Negative reviews hurt, period. No one, be it an individual or a company, wants to read about the things customers…

We are incredibly excited to announce that HappyFox, our full-service help desk software, has been named Best Help Desk Software…

Do you have a favorite restaurant or a watering hole that you visit week after week? The one place that…

April is Customer Loyalty Month, tweeted Shep Hyken a few days back. I have to say, till then, I never…

Zappos. The shoe people? Those online retailers? Is that how you know them? Or, do you know them as the…