The General Services Administration has started a community of customer-focused feds to further the federalwide mission of improving services to citizens. Led by GSA’s Office of Citizen Services and ...

One of the nice things about getting higher up on the food chain in the command staff is that you do not have to get involved in what seem to be the "flavor of the week" trainings and presentations ...

Companies vary in size, industry, products and services, but unless they provide excellent customer service, they won't be in business for long. While employees at every level work to satisfy the ...

With today’s emphasis on personalized individual interactions, building an active customer community can be a game-changer for brands. Here is how to start. With today’s emphasis on personalized ...

It's no longer much of a shock to see that social media is changing the way many companies are thinking about their customer relationships. (In fact, CRM magazine devoted its entire June issue to the ...

If you are like every other leader on the planet, you probably needed to implement some form of business continuity plan during these uncertain times. Regardless of the nature of your organization, ...

Welcome back, dear readers, to Massively's Community Detective. This week's issue is going to be a wee bit different, devoid of the community questions and customer service tickets that I usually ...

On a quiet Thursday afternoon, Brandon Rainelli walks the aisles of Naser Foods. A customer approaches him to ask where he can find apples. A vendor meets him to sell homemade candies. Rainelli ...

I was pleased to see GamesIndustry.biz publish Dale Munk's excellent opinion piece "The Biggest Threat to Online Games" on the importance of customer service. I can only agree with Mr. Munk that poor ...

Welcome back folks, and yes it is time for the latest installment of Community Detective. Last week I did a bit of a departure from the general column format by interviewing Funcom Customer Service ...

It's no longer much of a shock to see that social media is changing the way many companies are thinking about their customer relationships. (In fact, CRM magazine devoted its entire June issue to the ...