STAMFORD, Conn.--(BUSINESS WIRE)--Sixty percent of customer service agents fail to promote self-service options, according to a survey by Gartner, Inc. A Gartner survey of 5,801 customers conducted in ...

LOS ANGELES & LONDON--(BUSINESS WIRE)--Almost half of customer service calls are abandoned due to call center background noise, with 42% hanging up immediately when they detect the noise. That’s ...

If you’re managing your company’s customer service, you most likely believe you’re providing customers with good service. In fact, statistics show that 80% of businesses think they provide superior ...

Jen Spencer is CEO of SmartBug Media—a full-service digital agency helping businesses get the most out of their full customer life cycle. Few companies would admit to not focusing on their customers.

Forbes contributors publish independent expert analyses and insights. Gary Drenik is a writer covering AI, analytics and innovation. We’ve all experienced bad customer service. I tried to resolve a ...

Picture this: You're a customer living in a world where brands promise you the moon but deliver a handful of space dust. Here's the uncomfortable truth nobody wants to acknowledge at the next board ...

Reverse-engineer success. Reverse-engineering customer success by analyzing what already works allows for clearer, more impactful goals and strategies. Focus on metrics. Shift focus to actionable, ...

New York City The Luxury Institute revealed Tuesday that luxury brands are failing to satisfy shoppers at this critical time in the industry, according to the association’s latest WealthSurvey. The ...

Even though enterprises believe that consistently delivering positive customer interactions is very important to business success, nearly six in 10 industry leaders say their businesses aren’t very ...

No matter how hard they try, retailers sometimes make customer service mistakes. However, brands that have cultivated customer loyalty can mitigate the harm — loyal shoppers are 6X more likely to ...

Trading in a phone for a discount on a newer one is a tool used by many phone service providers to create a stock of used devices or devices to refurbish, while giving new and returning customers a ...