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.

Customer support personnel depend on proper planning and policy initiatives to effectively support the various aspects of business related to customer service goals and guidelines. Representing the ...

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

A quarter of Americans would rather shave their head than contact customer support, according to new research. The survey of 2,000 Americans (who have ever dealt with customer support) revealed 24% ...

Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

A recent survey of 2,000 respondents says that a quarter of Americans would rather shave their heads than contact customer service. Instead of trying to resolve an issue, the OnePoll Survey says, 30% ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Exceptional customer service can make or break a brand, and in today's fast-paced world, ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Let’s start by defining what ...