Have you ever seen a customer walk away from your store or website after a bad experience? Besides offering great products, stellar customer service might be the difference between repeat, loyal ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 4 years old. There aren’t many ...

73% of customers say experience is a deciding factor in their purchasing decisions, right behind price and product quality. They’re willing to pay more for the qualities that matter most: greater ...

Remember when big box retailers crushed the “mom and pop” shops that once formed the backbone of retail? The same thing is threatening to happen online, accelerated by the unprecedented challenges, ...

As your business grows, so too will the customer support tickets, making it critically important that you scale your support team alongside your customer or order growth. Why? Because customer service ...

What would happen if you smushed an entire holiday season, with all its intensity and high stakes, into a period lasting less than two weeks? And just to make things even more complicated, what if ...

Verizon is upping its minimum wage, announcing on Monday that it will now pay at least $20 per hour to retail, sales and customer service teams nationwide. The company says that the new increase will ...

Major firms are failing in every area of customer service as standards plumb new depths in the post-pandemic era, Which? has found. Many businesses were already offering sub-standard customer service ...