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Have you ever spent time on hold with an airline, a credit card company, or your insurance provider? Of course you have, I bet you’re still humming the tune from that hold music you had to listen to.

The answer lies beyond the buzzwords to what people actually want. It’s not flashy or full of hype. The reality is simple. Customers want speed, convenience, knowledge, consistency, and (quite ...

Frontier customers are having to say goodbye to phone calls as the airline moves to fully digital customer service. Frontier Airlines, which has a poor reputation for customer service, eliminated ...

You might remember that we drive a couple of miles, pull into your giant parking lots, walk, get inside your store, walk another half-mile picking out merchandise and finally get to the checkout — ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. If you want an idea of how far customer service has fallen — and how ...

Discover how text message marketing helps drive customer engagement and increases purchasing, plus tips on which SMS services to use.

Apple is working on a way to bring businesses to the iMessage platform, in order to answer customer questions, offer customer service and even perform transactions. Though not announced at WWDC, a new ...

Likewise, the customer who received a message that the service person is en route may like having the ability to quickly text back to say she is running out for 10 minutes and would the repair person ...

Hordes of Internet trolls flooded the Facebook page of American retailer Target this week after the company announced it would be phasing out gender-specific signs in certain sections of its stores.

While it would’ve been easier for Jared Cohen to fly directly into Orlando to visit his family early this month, the self-described transit enthusiast wanted to ride the Brightline while in Florida. A ...