Here’s an idea: Call your own company’s phone line to see how it’s answered. Have a live online chat with your competition and your own company during the workday. Send an email requesting more ...

The customer service function is now a vital element of your business model. Customer service reps handle customer questions and complaints but they also cross sell products. It is now common to ...

Think you know everything about data and customer experience? Following the last episode of The Drum’s latest Everything You Need to Know (EYNTK) – About Data and Customer Experience video series, ...

PHOTOS: Uhuru visits Raila's grave The day Raila Odinga fell sick a month to elections Like Mandela, Raila Odinga was buried by his enemies Ruto honours Raila with Kenya's highest award for his ...

SCENARIO: You're starting a conversation with a mid-level contact at a new prospect, a large manufacturing firm. You sense from the initial greeting that the contact is willing to have a conversation, ...

NEW ORLEANS — Chrysler LLC's traditional survey tools missed vital information about why customers liked or disliked their buying and ownership experiences. So the company is dropping the Sales ...

Scenario: You're selling some commercial property -- a big money deal -- to a rich, but not-too-savvy, prospect. As you're explaining that the property in question will be a good long-term investment, ...