As a customer service consultant and speaker, I find myself fielding inquiries about internal customer service almost as often as external. These two concepts aren't precisely the same and have ...

If you’re interested in building an internal customer service initiative, here’s how to undertake this on your own, based directly on what I’ve found works for me. (I’m a customer service consultant, ...

In the past, I have discussed the various groups of customers that deserve the support, engagement, care, policies, and processes of your organization’s customer service profile. Today, I want to ...

In the marketing world, a brand is so much more than a mere logo or symbol. It is the intangible sum of a product's attributes: its name, packaging price, history, reputation, and customer experience.