Small-business owners get plenty of wake-up calls. They come with the territory. One of the most jarring can come in the form of a question from a customer or supplier who observes that all businesses ...

Every company in the known universe wants to provide great customer service and deliver an attractive customer experience. But a lot can go wrong along the way to accomplishing these goals. Below I ...

From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

Early weekday evening in a pub in central Manchester. A customer orders a meal at the bar and asks if they can substitute skinny fries for another dish’s thick-cut chips. The server refuses: the EPoS ...