I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying ...

As we begin looking forward to and making plans for the new year, it’s important that we also look back at the customer service lessons we’ve learned, so that we can apply them to future efforts and ...

Last week I shared the customer-service strategy that lets people quickly reach Matthew Steilberg, who oversees all branches and retail banking C&F Bank. And I asked you to send in your own stories of ...