Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 10 years old. Here's a recap: 15 of ...

The Interactive Customer Evaluation system is a Department of Defense web-based program that allows customers to provide feedback on services offered at Fort Novosel and is a driver for continuous ...

Take a moment and do a web search on the term “lean goals.” Go ahead—it’ll just take a moment. Do you see all those articles headlined, “The Three/Four/Five Goals of Lean”? If you take another moment ...

HUNTSVILLE, Ala. (Feb. 5, 2015) -- Everyone has ideas about what is wrong, what could be done differently and how they might fix problems in their work areas. They just might not know how to go about ...

Customer service is the new competitive battleground. Businesses often rely on promotions, discounts and low prices to attract and retain customers. However, where low prices and promotions once ...

In business, getting people in the door is a key to success. But an even bigger challenge you'll face is to keep customers coming back. A buyer who makes one purchase is likely an impulse buy or a buy ...