Empathy in customer service simply means recognizing that the person on the other end of the line is a human being having a ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. To continue reading this ...

Buc-ee's received a shocking "F" rating from the Better Business Bureau, despite a massive cult following and aggressive ...

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, ...

PROVO, Utah & SEATTLE--(BUSINESS WIRE)--Nearly all consumers say they were dissatisfied with their experiences as customers in 2021, according to the 2022 Global Consumer Trends report from Qualtrics ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. There are two reasons your customer service is unforgettable ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

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 ...

There was a time, not that long ago, when a quick flight to Southern California or the Bay Area was as easy as driving to Sacramento: You drove to Reno airport, parked the car, strolled in a half-hour ...