I recently worked a shift in our company’s customer service operation. With the help of two very patient colleagues, I processed tickets and toggled among four different software tools (the actual ...

If you have one bad encounter with customer service, you leave with a terrible impression of the company. If you have great service, though, the company is one you will not forget.

In today's competitive business world, providing exceptional customer service is a crucial part of any company's success. While having knowledgeable managers and customer service representatives is ...

Blow away the competition by using customer service and customer experience to make your company stand out, and to build true customer engagement and loyalty — while inspiring your employees as well.

Your frontline teams are your brand. They influence satisfaction more than any marketing campaign ever will. But they can't ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

You don't have a business without your customers. So, how can you increase your customer service engagement to provide a better overall experience? Attracting new customers is a primary business focus ...

As the century-old mantra falls into obscurity, CX leaders contend with nuance and the true range of customer behavior.

It’s January and we need help! We’re looking for service and assistance with the new technology and toys we got as holiday gifts. Roughly 1 out of 3 Americans are in the process of returning or ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. When Mario Matulich thinks of hotel chains with great customer service, ...