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 ...

It’s important for humans to be part of a community — vital even. Communities have been behind the scenes throughout human history, synthesizing and refining our visions of the future. Naturally, ...

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 ...

Understanding customer behavior and anticipating what questions they could ask about your product or service, and then creating online FAQs for those questions is a great example of proactive 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 ...

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 ...

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 ...