I recently spoke to a friend who was frustrated by a customer service experience with his mortgage company. Before this incident, he had liked the bank and found them easy to work with. He had ...

I first started writing about the benefits of a more proactive approach to customer service and experience back in 2013. It seemed to me that the benefits were clear: delivered well a more proactive ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Far too often, customer experiences lag behind modern customer expectations. To keep up with consumers’ rising expectations, today’s retailers strive to provide a connected experience across an ...

Proactive personality denotes an enduring disposition to identify opportunities, initiate change and persevere until meaningful transformations are realised. In organisational settings, this trait ...