The results are in for customer satisfaction for e-commerce companies, and they are a lot like the Internet itself: Heavy on disappointment, with a few pleasant surprises. Just a few years after the ...

Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing ...

Knowing what language to use—and what language to never use—when interacting with your customers is a key part of delivering world-class customer service. For me, as a customer service consultant, ...

Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...