Strategic Leadership Blog / Customer Support

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 …

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 …