Many small businesses have established a customer structure that handles the wants and needs of people who buy their products and services. This customer structure includes all the protocols to deals ...

Reversing the organizational chart is an approach to leadership and how a customer-centered culture can be infused throughout an entire organization in a quest to follow the true leader of every ...

The problem with customer service today is not that companies don't have representatives taking your call. Rather, it's that when they do, they don't take real action to solve your problem. This, more ...

Your internal teams all have specific roles and functions. But some organizational charts can put up barriers to excellent customer experience. Customers don’t care who owns what part of a business, ...

In the upcoming book, "Personalized," the authors emphasize that personalization is essential throughout the customer journey. Their research highlights that leaders in personalization consistently ...

A strong organizational structure is important for any business from the very beginning. While you may be starting out on your own or with very few team members, you should build out your ...

An organizational structure defines the scope of acceptable behavior within an organization, its lines of authority and accountability, and to some extent the organization’s relationship with its ...

What exactly is customer service-specific empathy? And how do you go about training employees in it (if, in fact it can be trained for) and deploying its power at your company? Let me back up. If you ...

Service organizations exist to market services rather than products. The most advantageous organizational structure for a service business is one in which employees can handle multiple different roles ...