Wess Walters & Associates

There are two things that every business wants: more customers and less red ink on the balance sheet. Unfortunately those 2 things are...

Earlier this year the world was shocked by a graphic video of David Dao, a Kentucky man, who was dragged off a United Flight, his face...

As part of last year's Dreamforce, Alex Bard, SVP and GM of Salesforce Service Cloud and Desk.com joined a panel aimed at best practices...

CX (customer experience) has been hot for a few years. But, IT wizardry and the push to cut costs by un-humanizing the service...

We laugh at the inevitable outcome. The Road Runner is the epitome of confidence—power at warp speed. He doesn’t just escape; escape...

FIRST IMPRESSION MONDAYS How you talk with customers matters a lot. A warm greeting over the phone may be worth $20 million, says mobile...

EXECUTION FRIDAYS Using artificial intelligence, 1-800-Flowers.com has developed a digital doorkeeper or concierge, which analysts say...

CONNECTION WEDNESDAYS When Urvashi Sheth joined SanDisk, now a Western Digital brand, as Senior Director of Global Customer Support nine...

FIRST IMPRESSION MONDAYS Quality customer service is your competitive edge. Everyone can have similar products or services, but what they...

A well-designed FAQ that matches the look, feel, and tone of the business should be top of mind for any company with a digital presence....