Recently, CGS attended the American Apparel & Footwear Association (AAFA) Executive Summit in Washington, DC and came away from the event with some key themes and trends. We outlined the...

Customer service training is more than teaching a set of rules. Having strict rules leads to employees who are focused on not “breaking the rules,” and can lead them to utter the dreaded...

Customers who’ve had a negative experience are more likely to spread the word to more people than they would if they had a positive experience. Do you ever wonder about the science behind it...

How necessary are all of the IT expenses you have each month? Is there somewhere you can cut costs? Like most business processes, the answer to that is a resounding “yes!”. Here are five ways...