An intense level of customer focus is a trait you’ll find at any company known for world-class service. The only “problem” is that we don’t often get to peek at these companies specific practices: ...

Great customer service is easy to spot but difficult to master. While some tactics are obvious, like treating the customer with respect and fairness, the very best techniques for improving customer ...

GenAI has the potential to enhance customer service productivity by 45% (McKinsey). However, most early GenAI projects in customer service have failed to meet cost reduction and CX goals. Gartner ...

Comcast’s public image took a hit last week when an audio recording of an overzealous customer-service representative went viral. As the CEO of a business phone-service provider (with no connection to ...

How a business handles customer service interactions increasingly defines its online reputation, yet, according to our recent survey that gives a list of the best and worst customer service brands, ...

A final update on my journey out of the London Heathrow chaos, along with a few takeaways that the incident made me think about, not just for the airline and airport directly involved, but for the ...

2016 was a strong year for retail thanks to low unemployment, reduced interest rates and increased consumer confidence that led to a surge in spending. The retail rush that took place over November ...

An intense level of customer focus is a trait you'll find at any company known for world-class service. The only "problem" is that we don't often get to peek at these companies specific practices: ...