Strategic Leadership Blog

When companies allow customer service to deteriorate, it will negatively affect brand identity in numerous ways. The effect of customer and business opportunity losses from poor customer service are only …

If you’ve been a finance, inventory AR, or sales manager for any length of time, you already know there aren’t any quick fixes to managing trunk stock and consignment inventory …

When design flaws in customer service exist, they do damage to customer service, the customer experience, your brand and the bottom line. That damage usually starts with IVR system design …

Sustainable growth cannot be achieved from a foundation built on eroding customer satisfaction. Today, we know that the call center is the key element to a company culture that focuses …

Many in our industry have run into significant challenges working with offshore IT service providers, but a lowering of quality standards is not inevitable. By knowing what to look for …

As discussed in a previous post, effective customer service can boost your company’s value, provided that – and this is an important qualification – your customers’ loyalty comes as a …