People are less likely today to make buying decisions based on brand loyalty and more likely to choose a company with great customer service. Customer service is the most important factor influencing ...

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This is an archived article and the information in the article may be outdated. Please look at the time stamp on the story to see when it was last updated. Calling customer service is often a ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Customer service breakdowns are uncomfortable, and they require ...

Almost everyone has to deal with customer service at some point. In fact, 88 percent of the people surveyed recently by the Consumer Reports National Research Center had done so in the past year—to ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

Freshworks' Mukesh Mirchandani discusses trends, challenges and proven approaches to delivering customer experience in our latest DX Leaders profile. While working at a Wendy’s during his college ...

Despite investing heavily in customer service technologies, companies are still having trouble using data and analytics to improve customer satisfaction. In recent years, companies have invested ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

Jamaicans love to complain about rude cashiers, indifferent clerks, and slow service, but the real problem runs much deeper. Poor customer service is not caused by lazy workers, it’s the product of ...