Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

Competition is a significant threat to any business running via the internet. Amazon alone represented nearly a third of all U.S. e-commerce sales growth in 2020. Exceeding what customers expect will ...

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 ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

The Institute of Customer Service has published a report based on customer responses and interviews with public sector leaders. It offers recommendations to embed a customer service ethos within ...

Companies might think they have their customer service department all figured out, but many continue to face challenges, such as a slew of backlogged customer tickets or high spikes in inquiries.

The Federal Communications Commission launched a formal review of the current customer service practices of cable, phone and broadband providers Wednesday. The probe, which was approved with a 3-2 ...

One of the disciplines that is not taught in dental school and rarely taught in dental continuing education is customer service. Almost every dentist would agree that customer service is important, if ...