This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...

The kind of customer service, or "client service," if you prefer, required for high net worth individuals (HNWIs) is broadly similar to what's required to provide customer service and support to the ...

As technology and competition disrupt industries, service is starting to separate winners from losers and ushering in what some have called the “age of the customer.” Across industries, research shows ...

Your clients might not demand 24/7 customer service yet, but they’re certainly hoping for it. But how can a startup with a lean staff provide round-the-clock customer care? There are several options ...

We often write about the growth of law practice automation and new forms of legal technology. It's certainly true that in the legal realm, robots are ascendant. But this trend is coupled with another ...

Customer service representatives help businesses develop strong relationships with their clients and customers. Representatives answer customer questions, help resolve problems, process refunds and ...

Research has shown that the cost of acquiring a new customer is five times greater than the cost of retaining a current customer. Despite this, 44 percent of companies put their resources primarily ...