People Dump Their Cable Providers for these Reasons


Reducing customer departures and defections has become a chief priority for most communications service providers as markets mature and competition intensifies. So why do high levels of customer...

B2B Customer Service And The Anti-Amazon: Delivering Books For Authors (And Not By Drone)


As a customer service consultant and speaker, my feeling is that, at its heart, customer service is customer service, period.  It’s humans — and the systems and technology created by those humans —...