The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

When T-Mobile first launched its AI chatbot, it disabled screenshots to avoid users posting negative critiques on Reddit.

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

When you shop through retailer links on our site, we may earn affiliate commissions. 100% of the fees we collect are used to support our nonprofit mission. Learn more. Want to get the attention of a ...

The relationship between some airlines and their passengers has been seriously damaged this year. While the United dragging incident is an extreme example of customer service gone terribly wrong, it’s ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Oct 07, 2020, 05:58pm EDT Oct 08, 2020, 12:51pm EDT This ...

Despite investing heavily in customer service technologies, companies are still having trouble using data and analytics to improve customer satisfaction. In recent years, companies have invested ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...

Mitchell Grant is a self-taught investor with over 5 years of experience as a financial trader. He is a financial content strategist and creative content editor. Amy is an ACA and the CEO and founder ...