Small-business owners get plenty of wake-up calls. They come with the territory. One of the most jarring can come in the form of a question from a customer or supplier who observes that all businesses ...

From time to time, in my work as a customer service consultant, I run into company leaders who wake up on a random weekday morning, suddenly and unstoppably gung ho on improving customer service ...

Customer service has never been more important to the success or failure of a business. Where customer service used to be a cursory addition to a product or service, it has evolved into the series of ...