Marketers are always looking for new ways to reach customers and improve brand experiences while, of course, delivering the greatest possible ROI. But what if I told you that a department in your ...

While having a customer mission alone does not translate to a customer-centric organization, it is the first step in helping shape direction and purpose around the customer rather than yourself.

Lately, I’ve been thinking a lot about mission statements, principles, and other sorts of defined, high-level goals in customer service and business in general. To build a culture of customer service, ...

The last hundred years have seen saw endless discussions of the purpose of a firm, as professional managers took over from the 19th century owner-entrepreneurs, like Rockefeller and Carnegie, and ...

Through its recent Regulatory Notice 14- 35, the Financial Industry Regulatory Authority (“FINRA”) announced and sought comments on its proposed new Rule, FINRA Rule 2231, governing the frequency and ...

It’s the most essential element in customer service. That’s how I describe a customer service vision. It’s a shared definition of outstanding service that gets everyone on the same page. The vision is ...

Empathy is foundational to creating a pleasant customer experience. When organizations have a keen commitment to understanding their customers' experiences and empathizing with them, it increases the ...