Being a customer service consultant, keynote speaker, author, and whatnot, I find that people approach me with questions about customer service at the unlikeliest times. The other morning, some guy ...

A customer survey starts with the development of a questionnaire. Marketing research professionals will usually get input from other functional areas of the company, like brand and advertising, so ...

It feels like I get asked between 1.5 and 3,000,000 questions about customer service every month. I certainly don’t mind; it’s my favorite subject, bar none. Sometimes these questions come up in my ...

AI chatbots are growing in popularity and capabilities. What potential do they have to improve customer experience (CX) by answering questions and holding conversations? Whatcha got, ChatGPT? We ...