The elevator in the San Francisco St. Regis hotel is a striking example of anticipatory customer service, the highest of the three levels of customer service I yammer on about in customer service ...

Why are we as consumers so captivated by tales of companies going the extra mile for their customers? Perhaps it is because they serve as a much needed reminder that there are businesses out there who ...

Why are we as consumers so captivated by stories of great customer service? Perhaps it is because they serve as a much needed reminder that there are companies (and amazing support reps) who still ...

Amazon is among the most talked-about companies in the world, and for good reason. The e-commerce giant has literally reinvented multiple industries, including: What’s remarkable is that throughout ...