Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...

Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

What would it mean for your brand and your bottom line if your employees could feel and act on what your customers are feeling? For example, say you’re running a mortgage loan department at a bank.

You're frantically trying to resolve an issue with a recent online purchase. It's late, you're frustrated, and you need help now. You reach out to customer service, dreading the thought of navigating ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Inbound marketing focuses on building and maintaining customer relationships. Investing in customers attracts leads to your site. It encourages them to choose your products and services, keeps them ...

I've known Celia Fleischaker, Verint's CMO, for several years now -- in fact, since she started prior to Verint as the CMO at PROS -- and my admiration for the quality of leader she is and even more ...

Google Cloud's Kelsey Hightower says engineers hold these sessions to figure out how to make products easier for customers to use.

More businesses than ever are finding this the right time to invest in customer service training as we head into the post- (or, I should say, nearly post-) pandemic era. And they’re right to want to ...

Every year, as the days start to get depressingly short, Forrester Research publishes a series of predictions for the forthcoming year. Let me tell you: There’s nothing more fun than being asked to ...

There are powerful opportunities for service workers and AI to develop a two-way relationship in an era reshaping customer ...