Most businesses believe they offer customers a quality experience. JEANNIE WALTERS encourages you to question how true that is. Read more »

When it comes to customer service, the smallest details can be the difference between making the sale and losing a customer, writes JEANNIE WALTERS. Read more »

For some employees, providing outstanding customer service comes naturally – and their talents can be used to enhance your whole team, writes JEANNIE WALTERS. Read more »

Ever had to deal with a customer who was really angry? It generally takes a lot for people to get red-in-the-face mad but JEANNIE WALTERS says staff who get to the root cause of the issue will learn from the experience. Read more »

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The customer experience is everything and retail stores that can’t provide it will haemorrhage sales. What about consumer loyalty? Forget it. Loyalty is dead. Jeannie Walters reports. Read more »