SQM research shows that 88% of people have stopped doing business with a company due to poor call center customer service. That statistic alone should be motivating to ensure that a call center is ...

The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services. As customers get more used to doing everything remotely — from ...

It’s not new news. In the dynamic landscape of field service, technology, and innovation are pivotal. But let’s focus less on the direct benefit technology adoption has on your pocketbook and more on ...

It’s not just up to your sales or service teams to give good customer service; every employee plays a role. Learn how to build a customer-centric culture that exceeds customer expectations and sets ...

Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

TROY, Mich.--(BUSINESS WIRE)--Satisfaction with wireless providers is rebounding from 2021, showing the flexibility of providers to adapt to changing customer expectations, according to the J.D. Power ...

In today's rapidly evolving marketplace, the importance of deeply understanding and engaging with your customer has never been more critical. This is particularly true for the logistics and supply ...

Forbes contributors publish independent expert analyses and insights. Chip R Bell is a renowned keynote speaker and a best-selling author. My first trip to New York’s Saks on Fifth Avenue featured a ...

The majority of U.S. companies are failing to meet customer expectations, according to KPMG's latest U.S. Customer Experience Excellence report. The survey showed a 5 percent decline from 2022, the ...

In the crucible of the pandemic, CIOs emerged not just as tech managers but as pivotal players at the leadership table, having proven their mettle in navigating unprecedented challenges and business ...