Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has ...

Forbes contributors publish independent expert analyses and insights. I teach growth leaders how to grow revenues, profits and firm value. It is common knowledge that delivering superior digital ...

Calling customer service is often a frustrating experience. You are put on hold multiple times only to find out that no one can help resolve your problem. Plus, with multiple customer service scams ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...

Ongoing customer service issues at the Social Security Administration have finally gotten bad enough that U.S. lawmakers decided to do something about it — but it might be a while before you see any ...

Customer service in the technology sector has evolved from mere troubleshooting to a multifaceted role that involves empathy, data analytics, cross-departmental collaboration and a strong alignment ...

Jeff Somers is a freelancer who has been writing about writing, books, personal finance, and home maintenance since 2012. When not writing, Jeff spends his free time fixing up his old house. He has ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

Opinions expressed by Entrepreneur contributors are their own. Not every customer is ideal. Some are so bad, they can make us wonder why we decided to start our business. Let’s face it — sometimes ...