What is internal customer service–what’s a good, workable definition? As a customer service trainer and keynote speaker on internal customer service, let me share how I define this “what”–and, more ...

If you’re interested in building an internal customer service initiative, here’s how to undertake this on your own, based directly on what I’ve found works for me. (I’m a customer service consultant, ...

In the marketing world, a brand is so much more than a mere logo or symbol. It is the intangible sum of a product's attributes: its name, packaging price, history, reputation, and customer experience.