I’ve probably taken an Uber two or three times a day for the past couple years. And every time I idly check the driver’s rating and number of rides. I’ve found even pretty high marks usually mean good ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. How do you take on an industry giant and deliver innovative ...

Rich Toohey has contributed to this column more than once -- and there is a reason. Aside from his rich history in loyalty when he served as the VP of Marriott Rewards for the (duh) Marriott hotel ...

Some of the clearest customer experience lessons don’t have to come from our normal sources. They can come from stories we ...

Opinions expressed by Entrepreneur contributors are their own. When we ask our clients, “What differentiates you from your competition?” they will often say something about their fantastic customer ...

Being the lead story on the 6 o’clock news because of customer experience failures isn’t what any organization wants. But that is what happened to the Virginia Employment Commission (VEC) on July 16, ...

Caring for customers is a critical element in every business. Most small business owners “get this” but struggle to deliver a consistent, flawless experience to their customers as they grow. In fact, ...

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 ...

Upon exiting the train station in Manhattan yesterday, I found myself waiting in a long taxi line. Fifteen minutes later – it was my turn to get into a taxi. Although my driver was polite and served ...

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: ...

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 ...