Most companies have what they call mission, purpose and vision statements, but I have found that very few have a true customer service vision statement (CSV). The true underlying value of the what and ...

Traditional mission statements focus on the company, not the customer. To create a more customer-centric organization, start with changing your mission statement by giving it an external focus. While ...

Purpose-driven leadership turns employees into customer service champions. Inspire teams with purpose, not just rules and procedures. Exceptional service thrives when employees are empowered and ...

Many organizations spent 2020 scrambling to catch up on decades-old trends, such as working from home, online commerce, and virtual events. What had long been a priority had suddenly become the ...