What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

As a customer service consultant and speaker, I find myself fielding inquiries about internal customer service almost as often as external. These two concepts aren't precisely the same and have ...

In the past, I have discussed the various groups of customers that deserve the support, engagement, care, policies, and processes of your organization’s customer service profile. Today, I want to ...

In the marketing world, a brand is so much more than a mere logo or symbol. It is the intangible sum of a product's attributes: its name, packaging price, history, reputation, and customer experience.