How a local pharmacy lost a customer with 5 years of loyalty. All it took was poor customer service.

Congratulations to Shama Kabani, who was announced the winner of the 2010 Tech Titan Award for Emerging Company CEO.

Shama Kabani author of The Zen of Social Media Monitoring and Pres.- The Marketing Zen Group is up for the Emerging Company CEO Tech Titan Award.

In customer service there is a happy medium, even when combining personal touches and technology.

In customer service words leave a lasting impression. Make sure the impression your words leave is a good one by following these suggestions.

Part 2 of More Multichannel Service: Order & Infrastructure of Implementation

Great news has arrived this week no more oil is leaking in the Gulf. But customer service in the form of reputation management is now needed.

Most poor customer experiences stem from poor support strategy, especially IVR and self-service. Let's fix it.

The Aberdeen Group published a framework of strategies for best-in-class multichannel service called PACE.

George went to the bank to get a loan. The banker was in a foul mood. “What would you say if I told you I wasn’t going to give it to you?”