Most companies have what they call mission, purpose and vision statements, but I have found that very few have a true customer service vision statement (CSV). The true underlying value of the what and ...

Traditional mission statements focus on the company, not the customer. To create a more customer-centric organization, start with changing your mission statement by giving it an external focus. While ...

If you want to irritate callers, be sure to let them know when they call your customer service line that their calls are very important to you. "Your call is important to us" was the top vote-getter ...

Empathy is foundational to creating a pleasant customer experience. When organizations have a keen commitment to understanding their customers' experiences and empathizing with them, it increases the ...