Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

When training employees, remember that good customer service is not just about resolving problems. It's ensuring that every interaction with customers gives the message that you are ready, willing, ...

We’ve talked a lot about the “inside” of my Inside-Out Framework approach to developing a strong positive company culture, focusing on the first-line customers, the employees. Zack Oates, CEO and ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

Blow away the competition by using customer service and customer experience to make your company stand out, and to build true customer engagement and loyalty — while inspiring your employees as well.

Customer service nightmares have become a daily occurrence instead of an occasional one. Between rude workers and incorrect orders, most people wonder what the reason for the madness is — at least, ...

Hell hath no fury like an enraged customer. Your good work attracting right-fit clients can go out the door if your customer service people are not good. “It’s harder to find, and keep, good customer ...

Every single day, one sees or hears of one small business or another closing its doors, not for a period, but for good. And ...

Long lines. Confusing websites. Unreachable customer service. Many Americans navigate these common obstacles to access critical services from the federal government. Recent polling by my organization, ...