Some of my work recently has been applying narrative-sensemaking techniques to customer service dialogues (typically recorded phone calls), which is a fancy way of saying helping companies find ...

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 ...

One word being heard routinely in e-commerce marketing meetings is "engagement." In a world disoriented by a global pandemic and embracing e-commerce like never before, marketers have become obsessed ...

Wow customer service stories are essential to the growth–cultural and financial–of most companies in most industries. Why do these over-the-top, creative acts of customer service matter? “Because ...