Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. This article is more than 5 years old. Exceptional customer ...

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: ...

There are many things I wish I knew when starting out with my small customer support team at RingCentral, but in the end, we figured it out. I’m going to share some critical lessons I learned along ...

Last week I shared the customer-service strategy that lets people quickly reach Matthew Steilberg, who oversees all branches and retail banking C&F Bank. And I asked you to send in your own stories of ...

While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

If your growing business has not made customer service a top priority, it's time to reevaluate your to-do list. After all, in this digital era, great customer service can be be your best (and least ...

What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your ...

At about 1 a.m. during a memorable trip I took to Australia, I awoke suddenly in a hot sweat in my hotel room at the Intercontinental Sydney Double Bay. Supposedly among that country's leading hotels, ...

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 ...

Tony Hsieh, the former chief executive of Zappos.com Inc., helped build the online shoe retailer with a model of customer service that rested on a simple premise: Make every customer as happy as ...