Archive for category: Customer Service

Virtual Assistants in a "hologram": A revolution for services?

Holograms are still a thing of the future but a British company has developed…

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Service Recovery: A Best-Practice has become State-of-the-Art

Service failures happen in every organization. Even in the best-managed organizations…

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Better Customer Service, Lower Costs: Five Opportunities to Make it Happen

Customer service has an interesting role in many organizations. Everyone agrees…

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Trends in Customer Service: Customer Service by Volunteers

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WSJ: Making the Most Of Customer Complaints

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The relationship between customer satisfaction, loyalty and repurchase behavior

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Scaling a Service Business: Lessons Learned from IBM

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What would be a satisfactory solution for you? – The Importance of Empathic Employee Behavior

Empathic behavior and empathic employees are one of the essential success…

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What happens when your self-service system fails?

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Dell Community Pulse: A thermometer of Dell’s customer satisfaction

The emergence of Web 2.0 technologies (blogs, forums, social networks, has…

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