Can feedback management help you uncover the disconnect between the company’s and the employees’ idea of who your target customer is?

The second law of customer experience is:
People are instinctively self-centered. So how can you get them to give you the feedback you need?

Here is the last element in our brief series on taking your customer service to greatness. It takes all three elements in equal measure.

The quality of customer service information can make or break a customer’s level of trust in the company as a whole. How do you control this?

The first pillar of great customer support is the face of your company. Are you choosing the right people to interact with your customers?

ANSI accreditation is now required for HIT certification bodies. Another level of oversight and paperwork.

Here are some funny customer service stories to share from We Build Your Blog.

Managing forums is like raising small children.  Read how to keep the naughty ones out of your customer service forum.

When you hire someone into customer support or purchase a new customer support software application, is training one of the last things on your mind?

Here is an excellent infographic from the SocialCast blog showing how knowledge management has evolved over the past few thousand years.