Chief Customer Office of The Service Council, Sumair Dutta, recently released the report Service Transformation: The Business Case, which summarizes the results from a recent global research study.  This study polled executives to gauge their mindset...

I'm please to present guest blogger, Brent Leary's recent blog post on the 5 Key Findings from the 2014 Social Customer Engagement Index.  The survey was done by Social Media Today with results analysis by Brent Leary and includes a foreword Paul Gre...

T-Mobile has become a social force in the mobile communications industry.   As a matter of fact they're a "T-Force".  That's the name of T-Mobile's team who listens and engages with customers in order to resolve their issues.   This team has an extre...

When we think of Disney, we think of service excellence. Same thing for Nordstroms. Same thing for Apple. But why? What have these companies done to make us equate them with stellar service? It’s not really a trade secret.  Disney, Nordstroms, and Ap...

                                                                            With Cupid soon to shoot his arrows, spreading love to many on Valentine’s Day, it makes me wonder if companies are shooting Cupid’s arrows year-round to their customers. Ar...