Good customer service once meant saying "please" and "thank you" and addressing each person who approached the sales counter by name. But that was before the Internet made e-commerce a fact of life ...

With the growing explosion of data being shared around the Internet, it’s extremely hard for customers to consume a lot of information there’s about a topic in a short span of time. For this reason, ...

Think of them as the Six Commandments of Customer Service — or, as Bruce Temkin, managing partner of the Waban, Mass.-based Temkin Group explains, "fundamental truths about how people and ...

They want to know businesses give a damn. The problem is, consumers don’t think they do. According to Edelman, almost nine in 10 consumers want more meaningful relationships with brands, but less than ...

You know and I know that an MBA is a bullshit degree, but nonetheless, you can learn a few things in business school. You can also skip business school, and learn them via a very handy infographic.

Retailers have numerous opportunities to engage with customers, to provide information, answer questions and respond to complaints. To date, a large percentage (44%) of companies have left customer ...

10 mind-blowing stats on why the today’s customer service looks a lot like yesterday’s. There’s a reason customer service professionals may have a sense of déjà vu. It’s because the issues they deal ...

Since the start of the pandemic, companies have struggled to keep up with shifts in customer behavior, especially around customer expectations. This is most acute during the last mile of a delivery, ...

Customer churn isn’t something we usually think of as a technological problem, but more than a third of the $136 billion a year companies lose to customer churn is from involuntary churn, and most of ...