The success of any organization depends on high-quality customer service. But for companies that strategically align customer service with their overall corpora

Any organization can win more customers and increase sales if they learn to be more strategic with their customer service. When customers complain, employees re

Relationship marketing and customer relationship management (CRM) can be jointly utilised to provide a clear roadmap to excellence in customer management: this

Customer Experience 3.0 provides firsthand guidance on what works, what doesn't--and the revenue and word-of-mouth payoff of getting it right. Between smartphon

What is the amazement revolution? It is the culture that can drive any organisation -- from one employee to tens of thousands -- to focus completely on deliveri