Guest Service

The same platforms that make complaints go viral can also expose unflattering customer excess.

Walking out to the supermarket with a bag in each hand, I felt “pain” as I took a step. It was like a snap in my foot and PAIN, like a pinch – ouch! I got to the car and drove home.  My foot was sw...

Errol Allen outlines the essentials required to create great customer experiences which lead to maximum customer retention.

Does a big bank care about customer experience? And if so - why? Those are the fundamental questions answered for Wells Fargo

Sometimes cable companies' poor service is a strategic choice.

"Innovation" has become a buzzword in the customer experience field.

In a recent Forrester survey of 100 customer experience professionals, nearly half of respondents said that their executive team's strategy for customer experience is market differentiation. And an ambitious 13% said that they'll settle for nothing less than having the best customer experience across every industry — in other words, these companies want to be the next Apple, Disney, or Zappos.

Satisfaction, loyalty and invested customers are based on deeper emotional engagement and less on rational thought.

A digital strategy without a customer experience program is sort of like unwrapping the bow on the proverbial box of chocolates - you never know what you are going to get.

One of the major goals of any business should be to nurture and increase customer loyalty. Here are the key ways to create customers for life.

The financial services industry is seen as a major offender when it comes to being customer centric. South Africa’s Standard Bank is one entity that makes customer centricity a priority that’s ingrained in its core beliefs.

New methods of communication are taking over. But experts stress that rather than going away, email will remain a strong means of interaction.

The best kind of customer experience a customer can have is one in which he can meet his need or solve his problem completely effort.

I’m a casino consultant and I’ve heard it all.  Some casinos think they have absolutely wonderful, positively astounding guest service.  They’re convinced and will bend your ear explaining why.  Very odd.  As I look around their properties, that’s not what I see.