Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Dec 14, 2014, 11:38pm EST Dec 15, 2014, 04:27pm EST This ...

Excellent customer service is the backbone of any successful business and can help keep you top of mind for those looking for your products or services again. While providing good customer service ...

David Pogue is a six-time Emmy winner for his stories on "CBS Sunday Morning," where he's been a correspondent since 2002. Pogue hosts the CBS News podcast "Unsung Science." He's also a New York Times ...

In the high-stress arena of air travel, where delayed or canceled flights can leave passengers marooned in terminals and tethered to lengthy customer service calls, American Airlines' strategy to cut ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...

Gone are the days when solely focusing on product features and promotional campaigns was enough to drive customer loyalty and satisfaction. Gone are the days when solely focusing on product features ...

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 ...