All great customer-centric companies have what I call a default of yes, an ethos of, “The answer is yes; now what is your question?” As a customer service consultant customer service trainer, helping ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

The combination of automated call systems and endless hold Muzak is downright enraging. Few things are more frustrating than having to explain your problem to multiple people and finding that none of ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

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 ...

Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Every two weeks, ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

But customer service is just one aspect of the entire customer experience. It usually comes into play when something has gone wrong; it is the place where companies fix things when part of the ...

X (formerly known as Twitter) may have a reputation for sparking (and pouring oil onto) internet flame wars, but it was actually a pretty good place to go for customer support. Not from X directly, ...