Companies have tried for decades to get customer service right. For years, brands naively believed that moving customer service functions to apps and chatbots—by which routine issues ranging from ...

We've labored mightily in CRM to evolve from transactional systems to those that offer a 360-degree view of customers so that we can address them comprehensively. At least we’ve done this in sales.

The loss-leading flyer was in my mailbox. It was for a store a town over, a store I might have stopped by twice in the past 10 years. I bore no animosity toward the store, it just wasn’t convenient or ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

As consumers, we’ve all seen how technology helps improve our everyday lives, making it simple for us to handle mundane tasks like buying an airline ticket or ordering from a restaurant. But what ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

These short and wildly effective customer service improvement steps will set you well on your way toward becoming “the Ritz-Carlton of Industry X” or “the Zappos of Industry Y.” Opinions expressed by ...

What Customer Service Actually Means: Definitions and Glossary Let’s clear the air—“customer service” (CS) isn’t some vague, dial-tone promise you’ve heard tossed like cheap confetti. CS is the ...