Wow customer service is an essential part of becoming a legendary customer-centric business. That’s because customers think in terms of stories, and you want them to retain—and retell—stories of what ...

This semester an xLab team worked on a project for Progressive Insurance. It was the first semester of the project, and the team was tasked to create a tool to train customer service agents using ...

In customer service training circles, there’s a belief that you can't train for empathy. In other words, the empathy required by a customer-facing employee is a fixed personality trait, something that ...

“If you wish to prosper, let your customer prosper... When people have learned this lesson, everyone will seek his individual welfare in the general welfare. Then jealousies between man and man, city ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. To continue reading this ...

Opinions expressed by Entrepreneur contributors are their own. The rich, indeed, are different when it comes to their customer service expectations. Your company needs to deploy a sophisticated, ...