Some of my work recently has been applying narrative-sensemaking techniques to customer service dialogues (typically recorded phone calls), which is a fancy way of saying helping companies find ...

One word being heard routinely in e-commerce marketing meetings is "engagement." In a world disoriented by a global pandemic and embracing e-commerce like never before, marketers have become obsessed ...

Heroes are born out of moments of crisis. The world has definitely seen its fair share of crises in the last six months, but it has also seen incredible heroes. During challenging times, companies and ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

No matter how tasty your menu, customers won't come back if they have bad experiences with your customer service. For this reason, training employees to offer good customer service can help you drive ...

When serving the public by providing goods or services, companies should be willing to take and address criticism and complaints along with accepting praise. Businesses thrive on customer satisfaction ...