customer service

Typically, direct contact with customers is delegated to the lowest in rank in the company. Front desk employees. Customer service agents....

Making a difference to a customer isn’t about big things. It sometime is just a really really small extra step to...

Consumers are lazy. And that’s pretty much the business case behind Zappos’ 365 day return policy. The return policy serves a...

There aren’t many brands I spend more time with than the Belgian and Dutch railways (NMBS and NS). The last few...

I forgot most of the polite manners and etiquette my parents and teachers deperately tried to brainwash me with during my...

These are pretty interesting times. Advertising, marketing, customer service and market research are blending and create new opportunities. It’s less about...

This morning, when I bought my ticket at the NMBS Europe (Belgian Railways) counter, I was charged 7 euros. On top...

It must be the worst case movie ever, but it still seems a remarkable story. A grocery store bagger named Johnny,...