The British Weather is no longer the only 'water-cooler' conversation as poor customer service experiences seem to have created a common bond for many. As service standards decline, is there any hope ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

When Facebook, Inc., announced in October 2021 that it planned to change its name to Meta, searches for the term “metaverse” skyrocketed. But despite its buzz, the metaverse is still very much in its ...

In recent years, for a variety of reasons — operational changes, challenges in hiring and corporate expense cuts — some retail stores are noticeably light on staff. Since the height of the pandemic, ...

One of the paradoxes involved in providing great customer experiences (CX) is that it’s often essentially invisible to the end consumer. Customers don’t always notice when a package arrives on time or ...

Corrections & Clarifications: An earlier version of this story misclassified Chewy.com The company is an online shop. Retail giant Amazon, online fast-fashion retailer Shein and confectionary brand ...

In the sprawling city of Los Angeles, where the pace is as fast as the traffic once was on the 405, the once-reliable anchor of good customer service seems to be slipping away into the Pacific horizon ...

For decades, companies have fought hard to retain customers, pushing the ‘customer is always right’ mantra to its limits. Staff shortages and the need to cut costs during the pandemic have challenged ...

The massive crowds and doorbuster sales can make stores seem like the center of the world during the holiday season, but in truth, retailers are just facilitating someone else’s main event. “It's more ...

After the downturns experienced by the tourism industry due to the COVID-19 pandemics, the rising costs of almost everything due to inflation, the increased cost of travel, and supply side shortages, ...