Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

The outgoing mailbox where we pick up our mail was damaged. After not receiving any mail for two weeks, my wife went to the Sandy Creek office to inquire. They told her they would not be delivering ...

People from underrepresented ethnic and racial groups tend to rate poor customer service less negatively than white people do, according to new peer-reviewed research we co-authored. Many companies in ...

In early November, a San Antonio Popeye’s employee and customer were caught on video arguing and throwing trays at each other. The altercation later moved on to a full-blown fist-fight in the parking ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. Aug 28, 2023, 11:00am EDT This article is more than 2 years old.

Loyal customers can be tough to find. So why do some companies run them off with crappy customer service? Often because the employees who care have no authority to fix problems, and those with the ...