That’s especially true considering that negative customer-service experiences resonate with people more often than positive ones do. Ninety-five percent of U.S. consumers share their awful experiences ...

In the hyper-competitive world of UK retail, customer experience is a true differentiator. At the same time as retailers are battling tight margins and rising crime, shoppers are demanding seamless ...

I bet Mark Gibbs’ mailbox is chock full of replies to his BackSpin column, “Talking to customer service”. Allow me to add another to the pile. My company tried using a navigable menu for customers ...

I recently bought a laptop from one of the leading consumer PC vendors. It was not the best experience of my life. From the moment I placed the order online to the moment I sent it back, it’s been a ...

Company improves end-to-end customer experience by ensuring on-time deliveries and quality control over transportation Nearly 500 HelloFresh and Factor branded vehicles are now rolling and making ...

One of my favorite quotes about customer service is from Christopher McCormick, the former CEO of LL Bean. He said, “A lot of people have fancy things to say about customer service, but it’s just a ...

2019 was the year when VCs and startup founders soured on paid acquisition. Contrary to what most thought a few years back, CAC (cost of acquiring a customer) didn’t go down as many D2C startups ...