Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

Holiday shopping seasons and other peak periods are huge opportunities for a profit boost, but also introduce challenges as customer expectations ramp up. Everyone feels the pressure to deliver during ...

Does your customer experience strategy have a big impact on your bottom line? It should. A thoughtful, dynamic customer experience strategy is at the heart of every bottom-line-boosting CX effort.

Forbes contributors publish independent expert analyses and insights. I write about leadership and performance management. In today’s hyper-competitive digital landscape, noise is the one constant.

Your brand’s approach to customer service has a trickle-down effect from your agents to your customers. When agents are at ease and properly equipped in their roles, they’ll represent your company in ...

Customer satisfaction and loyalty are at the core of most customer-centric organizations' business goals because a satisfied and loyal customer means increased sales, referrals and profit margin.

Studies show that increasing customer retention rates by a mere 5% boosts profits by up to 95%, which highlights the importance of prioritizing customer service and delivering an exceptional, ...

In the late 1990s, when Arkadi Kuhlmann launched what would later become the largest direct US savings bank, ING Direct, he had a surprising message for the nation’s millionaires: we don’t want your ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Even the best product can't stand on its own without exceptional service, and these WOOD 100 manufacturers have mastered the talent. Now in its 35th year, the WOOD 100: Strategies for Success ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...