Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Thanks for waiting and cue the elevator music. Need to book a hotel for that long awaited trip to visit family? Please hold. Got a question about your electric bill? Hold, please. Americans are ...

“The customer is always right” — If you’re a millennial or from a generation before that, you’re all too familiar with this phrase. And many of us probably somehow benefited from this mantra as a ...

Ever wonder why exceptional customer service is becoming an endangered species? Here’s how you can make your business stand out in a sea of mediocrity simply by upping your customer service game.

The customer experience has taken a nosedive in recent years, and many people are so angered by poor customer service they are seeking revenge. A new study found that consumer complaints are up, and ...

People from underrepresented ethnic and racial groups tend to rate poor customer service less negatively than white people do, according to new peer-reviewed research we co-authored. Many companies in ...

Poor administration and customer service continue to be the biggest areas of complaint following the introduction of the consumer duty, according to Abby Thomas, chief executive of the Financial ...

NEW YORK--(BUSINESS WIRE)--Emplifi, the leading unified customer experience platform, today released “11 key things consumers expect from their brand experiences today,” a new report offering deep ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

The authors do not work for, consult, own shares in or receive funding from any company or organization that would benefit from this article, and have disclosed no relevant affiliations beyond their ...