It took 37 minutes for Leila to get someone on the phone. When she finally did, the agent’s voice was bright and professional: “Hi, thank you for your patience. I understand how frustrating this must ...

As companies think about the causes and values they support, they must also consider how a social responsibility decision factors into the customer experience. Over the last 10 years, companies have ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. Customer service workers have a challenging and mostly thankless ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

Throughout my time as an entrepreneur, I have paid careful attention to the values that generate customer loyalty. These have guided my decision-making throughout the growth of my company. Let’s talk ...

In the fall of 2020, University Libraries introduced a new customer service training program to all its faculty, staff and student employees. This online program is aimed at orienting and training ...

Regardless of your area of business, certain skills are adaptable across every practice. Emotional intelligence and problem-solving skills focused on creating a positive customer experience are ...

Opinions expressed by Entrepreneur contributors are their own. The rich, indeed, are different when it comes to their customer service expectations. Your company needs to deploy a sophisticated, ...

Customer experience breakdowns rarely originate at the touchpoint—they stem from executive decisions made months earlier in ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...