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Gadi Dechter examines the Government Customer Service Improvement Act to highlight its strengths and suggest further steps to boost confidence in our government. The Government Customer Service ...

Having a great, customer service-oriented company culture isn’t the sole province of luxury brands and high-end service providers. To the contrary, great customer service can happen at any style of ...

On the subject of customer service, some of the received wisdom out there is flat-out wrong. The stakes here are significant; with the wrong customer service approach you can sabotage your business ...

Becoming a customer-focused organization is a gradual and arduous process, but one that may be well worth the effort in terms of driving growth through capturing repeat business and attracting new ...

Empowering employees is essential if you want to achieve iconic, bottom-line-building customer service. If you want to move from middle-of-the-road, ho-hum customer service to the kind of exceptional ...

The capacity for a firm to innovate often depends on how customer oriented it is. As I show in a research paper published back in 1997 this dynamic leads to better products and easier marketing, ...