Your internal teams all have specific roles and functions. But some organizational charts can put up barriers to excellent customer experience.

Not that long ago I compiled ten of my favorite customer service quotes. A number of people asked, “Why didn’t you include any of your quotes?” So, in my desire to give customers (and ...

The Benefits In-house-based customer service means having your own dedicated team from within your organization that is trained to process customer inquiries and offer customer service support.

Currently, American Airlines passengers have to reach out to separate customer service teams for different issues, but the new structure will consolidate that assistance into one team.

Bank of America revealed its new org chart after making sweeping changes to its leadership team earlier this month.