Strategic Leadership Blog / Customer Support

In my role, I spend a lot of time talking with brands about customer experience and what actually keeps people coming back. One thing I keep seeing is that loyalty …

Hotel groups have spent years adding new ways for guests to connect. The harder question is whether the operating model behind those channels can actually keep up. According to Hilton’s …

Greek myths have stood the test of time by teaching us a lot, so they have their place. But myths in customer service? Not so much. If you’re building your …

We’ve all heard the customer service maxim that “complaints are a gift,” but that is a present that you want to receive as seldom as possible. It’s an unavoidable scenario …

With many things in business, it’s often easier to identify customer support issues than to solve those issues. Our article titled “Why You Need to Resolve These Common Customer Support …

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 …