For too many companies, customer service is an afterthought. It’s not that it’s not important to founders. It certainly is. But entrepreneurs tend to start the launch process by thinking about what ...

Discover how a service-oriented approach and attention to detail can drive long-term success in real estate and other industries. Adopting a customer-centric approach is essential for cultivating ...

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 ...

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, ...

Balancing a diverse product profile and increasingly global consumer base brings new and more complex service challenges. The increasing number of consumer touchpoints, and instant, always-on ...

As business leaders grapple with the short- and long-term impacts of COVID-19, the potential risk to employees and customers from face-to-face interactions remains a vexing issue. Companies need to ...

Whether from regulatory changes or customer expectations, it seems that healthcare organizations face new pressures every day. To satisfy customers and remain competitive, your organization must be ...

Customer service approaches are becoming worse by the day—and it’s not just because so many companies are farming out theirs to foreign countries so people who speak English as a second language are ...

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

Discover how adaptive selling tailors your sales strategy to customer needs, enhancing client relationships and boosting business success through customization.

At a critical juncture, Tesla is taking a new approach to customer service. The company has dealt with a few high profile customer service complaints in recent years, most notably from a car owner who ...