Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Customer service can make or break a brand. When it comes to ...

DreamSofa’s customer experience is the phoenix rising above a sea of meh. Take their white-glove delivery standard — this isn ...

When Covid is limiting the number and corrupting the nature of the customer touchpoints you’ve built into your carefully designed customer experience, what should you do to fight back, to give your ...

Opinions expressed by Entrepreneur contributors are their own. Today more than ever, customer service really matters. Technology is starting to replace many conventional human interactions, but is ...

A customer has a problem at home with their HVAC system, lighting, or plumbing. The customer calls a service provider. The service call gets booked. A technician arrives at the customer’s home, ...