Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

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 ...

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.

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 travel and tourism industry is often playing catch up. Within a few years many service jobs will be lost to AI because ...

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 ...

“The customer is always right” — If you’re a millennial or from a generation before that, you’re all too familiar with this phrase. And many of us probably somehow benefited from this mantra as a ...

When you have to call a customer service line, where's your patience on a scale of 1-10? "Most people start at a nine or nine-and-a-half," says Amas Tenumah, who wrote a book called Waiting for ...

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 ...

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 ...