Over the last few years, the field of customer service has demanded an omni-channel presence that allows consumers to ping them at any time — whether it's an email, text message, Instagram direct ...

The customer experience has taken a nosedive in recent years, and many people are so angered by poor customer service they are seeking revenge. A new study found that consumer complaints are up, and ...

One of the most unfortunate reasons customers may be leaving your business ("churn") is that you've developed lapses in your ...

The best, most iconic businesses seem to be obsessed with fostering a positive customer experience. They scrutinize every aspect of their businesses—from employee training to brick-and-mortar ...

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Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

In this case, the “reward” is one you must demand in exchange for putting up with awful customer service. In a Star-Tribune column, John Ewoldt explains his counterstrategy in the all-too-common ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...