Customer relationship management consultants provide independent advice on solutions for managing customer service and customer relationships. Their aim is to help clients improve customer ...

Research has shown that the cost of acquiring a new customer is five times greater than the cost of retaining a current customer. Despite this, 44 percent of companies put their resources primarily ...

As a customer service consultant, I rarely run across a company that doesn't claim that it "strives to provide superior customer service," or other words to that effect. (The exceptions are incredibly ...

Based on the best practices of the greatest customer-centric organizations in the world (Ritz-Carlton, Nordstrom, Starbucks, Zappos, and others), I instruct my consulting clients to respond to every ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Frequently I'm brought in as a customer service consultant when ...

Opinions expressed by Entrepreneur contributors are their own. I spend all my working days as a customer service consultant and transformation expert, helping companies large and small improve and ...

While a ton of advice exists on how companies can provide outstanding service, few talk about why it doesn’t happen. That’s according to customer-service consultant and author Jeff Toister. In his ...

From time to time, I run into company leaders who’ll fawn all over paying customers, then turn around and treat employees (the people who serve those customers, day in and day out) like pond scum. Not ...

Make your customers feel known. Customer success starts with recognizing individual consumers and making them feel valued. Understand that “Yes, and…” isn’t reserved for improv. Sometimes, bending the ...