Customer Service ALI DONALDSON

After Three Months of Gains, Consumer Confidence Backtracks in February

The mood shift among Americans reversed this month as their view of current and future conditions faltered, according to the Conference Board's survey.

Customer Service JOHN HALL

3 Ways Companies Can Stand Out With Customer Service

Standard-issue customer service won't cut it. Your customers deserve a thoughtful, humanized experience that takes service to the next level.

Customer Service CARMINE GALLO

The Secret to Apple's 'Insanely Great' Customer Service

Apple's 5-step formula to turn prospects into buyers.

Customer Service JASON ATEN

Chick-fil-A Customers Were Upset Their Favorite Menu Item Was Leaving. The Company's Response Is a Lesson for Every Brand

It's always worth listening to your customers.

Customer Service JASON ATEN

Chick-fil-A Made a Change That Will Make Some Customers Very Unhappy. It's the 1 Thing No Company Should Ever Do

If you're going to make a change, be upfront and transparent with your customers.


Customers' Rage Is at an All-Time High and They're Out for Revenge

A new survey should serve as a warning to businesses looking to cut customer service costs to boost profits.

Customer Service JASON ATEN

Patagonia Sent an Email to Customers. These 6 Words Are a Brilliant Reminder of Why the Company Is So Beloved

Is the thing you're building made to last?

Customer Service ROBERT MESMER

Why Your PITA Customer Is Your Best Friend

You can learn something from every customer, even the bad ones.

Customer Service MARTIN ZWILLING

6 Keys To Ramping Up Your Customer Service From Average to Exceptional

Today's customers and clients rank businesses by total customer experience versus just service.

Customer Service BILL MURPHY JR.

Jeff Bezos: 'The Most Important Single Thing Is to Focus Obsessively on the Customer'

The Amazon co-founder always made his top priority clear.

Customer Service MARIO CIABARRA

Let Your Customers Guide Your Business Strategy

The best companies have always done the simplest of things: Listen to their customers.

Customer Service JOEL GOLDSTEIN

5 Retail Trends to Follow in 2023

While there is no certainty in retail, it's vital to know what to expect this year.

Customer Service JIM SCHLECKSER

3 Things You Need to Do to Keep Customers

Customer retention comes down to managing these key points.

Customer Service AARON TEMPLER

3 Marketing Lessons From Zappos' Social Media Team

How they perceive – and generate – value will surprise you.


How to Get the Most Value Out of Great Reviews

Positive reviews are an accomplishment, but they only have power if put to use.

Customer Service NICK HAWKINS

How Illumix's Unusual Approach to Consumer Research Helped It Launch Its First AR Game in Just 9 Months

Kirin Sinha has been banned from several malls – and Reddit – because of this approach.

Customer Service JASON ATEN

With Just 9 Words, Delta Air Lines Gave a Masterclass in How to Talk to Customers

Even when things go wrong, these simple words can help make them right.

Customer Service MINDA ZETLIN

A 29-Year-Old TikTok Star Just Taught Apple a Valuable Lesson. Every CEO Should Take Note

5 million people watched Paris Campbell's video on how to deal with a stolen iPhone. Apple was not pleased.

Customer Service JASON ATEN

Delta Lost 1,000 Pieces of Luggage. The Airline's Response Was a Stroke of Genius

Coming up with a 'creative solution' is the least you can do.


How to Recall a Product Without Alienating Your Customers

Experts say a recall doesn't have to be the death knell of your company. But maintaining consumer trust takes both planning and deft, empathic communication.

Customer Service ROBIN CAMAROTE

1 Simple Exercise to Better Understand Your Customer's Experience

Tweak or reinvent? Determine what's next for your offering.

Customer Service KELLY MAIN

Southwest Airlines Vowed Not to Overbook Flights. What It's Doing Now Is Far Worse

The company's policies provide a vital lesson about how not to treat your customers if you want to hold on to them.

Customer Service JASON ATEN

On this Flight, Delta Just Did Something Unheard Of. It's How Every Business Should Treat Its Customers

How much is a little inconvenience worth?

Customer Service MINDA ZETLIN

A Chewy Customer Got Something Completely Unexpected. It Was a Major Lesson in Leadership

Her tweet about it has been liked more than 722,000 times.

Customer Service JORDAN HICKEY

How to Use Discord to Build Community and Get New Ideas From Your Customers

Brothers Eddie, Brian, and Eric Nam, founders of podcasting startup Dive Studios, offer tips on turning the social platform into a valuable tool for engaging and growing your audience.

Customer Service AMY BALLIETT

4 Lessons CX Experts Should Glean From the NYC Grubhub Debacle

When Grubhub offered NYC residents free lunch on May 17th, they had no idea it would become the Fyre Festival of food delivery.

Customer Service AMY BALLIETT

The Verdict is In. Customer Service isn't Human Enough

Does your organization's customer service strategy sacrifice humanity for the sake of efficiency? Here are three ways to adjust.

Customer Service AMY BALLIETT

Level Up Your CX Game with These 4 Content Types

If you're looking to take your strategy to the next level, these content types can be your secret weapon.

Customer Service SONIA THOMPSON

Your Customers Are Not the Same. Should You Be Treating Them As if They Are?

Identify when its is better to treat customers the same, and when to treat them differently. More of them will feel like they belong when you do.

Customer Service KENNY LAO

No, the Customer Is Not Always Right. Here's What I Learned From My Worst Customer

How to learn turn your most reviled customer into your best teacher.

Customer Service JASON ATEN

On this Southwest Airlines Flight Almost Everything Went Wrong. The Company's Response Is the Best I've Seen Yet

Don't wait for your customers to complain to do the right thing.


Customer Service Is More Critical Than Ever--And This Software Says It Can Beat Worker Burnout

Preliminary data shows that it helps improve productivity and customer satisfaction.


5 Commandments of Great Business Writing

Great business writing isn't just about style. It's about survival.

Customer Service ANDY MACMILLAN

How Companies Treat Customers Too Often Resembles Netflix's 'Don't Look Up'

Businesses risk big trouble if they change offerings in ways that fail to see things through their customers' eyes.

Customer Service KRISTEN DURHAM

A Hot Startup Market Demands You Prioritize Customer Experience. Here's How

Stand out from your competition by committing to the three key pillars of great customer experience.

Customer Service JASON ATEN

Delta Air Lines Just Made an Unprecedented Change That Should Make Customers Very Happy. Every Airline Should Follow Its Lead

The company will extend the time you have to rebook unused tickets through the end of 2023.

Customer Service JON PICOULT

5 Psychology-Based Ways to Make Customers Obsessed With Your Product

In my new book, I outline 12 principles for leaving a lasting impression.

Customer Service JOHN E. DISCALA

Frequent Travelers Aren't Guaranteed Elite Status Anymore. Here's Why

Flying often is no longer the easiest (or guaranteed) way to get coveted preferred status at select airlines. Here's what airlines are doing to keep their customers loyal.

Customer Service MINDA ZETLIN

Furious Customers Are Suing Hertz for $529,675,000. Here's the Lesson Every CEO Should Learn

Some say they spent time in jail because of Hertz's cost-cutting measures.

Customer Service JASON ATEN

Delta Just Brought Back 1 of the Best Things that Disappeared During the Pandemic

Let your customers help you recognize your best employees.

Customer Service JEFF STEEN

Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don't Understand

Ensuring your customers have the best possible experience — and come back for more — isn't about spending more money on staff and technology. It's about getting "service" right.

Customer Service JASON ATEN

Verizon is Tracking iPhone Users by Default and There's Nothing Apple Can Do. How to Turn It Off

It's happening on Android too.

Customer Service PATRICK WOODS

Why Community Is Your Best Growth Strategy for 2022

All companies have a community around them-- whether you choose to engage with it or not. Here, how you can use your most loyal customers as a driver for fast-growth.

Customer Service MARIA HAGGERTY

4 Ways to Mitigate Supply Chain Disruptions

No one knows when supply chain operations will return to normal. Here's what to do in the meantime.

Customer Service JASON ATEN

With Just 1 Word United Airlines' CEO Revealed A Brilliant Plan to Beat Its Competition. Every Business Should Copy It

Quality means more than just getting there on time.

Customer Service JASON ATEN

This Toxic 6-Word Phrase Is Killing Your Leadership. It's a Sign You Lack Emotional Intelligence

This isn't the apology you think it is.

Customer Service MARCUS COOK

Is Experiential Marketing the Future of Retail?

In today's business landscape, retail brands cannot succeed if they don't take into consideration the customer buying experience.

Customer Service JASON ATEN

LEGO Customers Lose Millions of Pieces a Year. The Company's 4-Word Response Is the Best I've Ever Seen

Have fun and deliver on your promises.


Here's What Customers Love, and Hate, the Most About Online Shopping

In a new survey, 1,000 online shoppers weighed in on their biggest sources of delight and frustration in e-commerce.

Customer Service JASON ATEN

Delta Air Lines Is Introducing a Change That Is Upsetting Its Best Customers. It's the 1 Thing No Company Should Ever Do

If you're making the customer experience worse, you're doing it wrong.

Customer Service AMRITA KHALID

3 Downsides to Those QR Codes You're Seeing Everywhere

More businesses are using QR codes as a contactless way of interacting with customers. But the technology has its drawbacks.

Customer Service INC. STAFF

How to Use Technology to Improve Customer Service

More companies are using technology to handle customer service in an efficient and cost-effective way. Here's how you can use data management and analytics and insight-driven marketing to improve your customer care systems.


How to Choose CRM Software

Managing customer relationships can be a daunting task but also a very rewarding one. Luckily, there's business software that will help you. Here's how to select the right customer relationship management software for your business.