I’ve probably taken an Uber two or three times a day for the past couple years. And every time I idly check the driver’s rating and number of rides. I’ve found even pretty high marks usually mean good ...

You don’t have to be in banking to appreciate customer service insights from the industry. A recent survey from Clarabridge on the banking industry is a customer service wakeup call for any and all ...

Opinions expressed by Entrepreneur contributors are their own. When we ask our clients, “What differentiates you from your competition?” they will often say something about their fantastic customer ...

Rich Toohey has contributed to this column more than once -- and there is a reason. Aside from his rich history in loyalty when he served as the VP of Marriott Rewards for the (duh) Marriott hotel ...

Some of the clearest customer experience lessons don’t have to come from our normal sources. They can come from stories we ...

I’ve talked and written about the differences between customer service and the customer experience, also known as CX. Customer service is typically what transpires between people throughout the buying ...

What’s the most valuable lesson you’ve learned about identifying your ideal customer, and how has this lesson shaped your marketing strategy? To uncover practical advice and real-world experiences, we ...

While it’s often the horrible customer service experiences that go viral on social media or become the topic of discussion over dinner, when asked, most people could likely think of a time when they ...

On April 16, 2007, my wife talked me into adopting a tan, 2-year-old Labradoodle and Sheepdog mix. She wasn’t the dog I had in mind, but she slowly grew on me. We gave our boys the important role of ...

Customer experience professionals share their lessons learned during the pandemic and what to focus on in 2022. COVID-19 has devastated lives and livelihoods all across the world in a short amount of ...

2016 was a strong year for retail thanks to low unemployment, reduced interest rates and increased consumer confidence that led to a surge in spending. The retail rush that took place over November ...

There are many things I wish I knew when starting out with my small customer support team at RingCentral, but in the end, we figured it out. I’m going to share some critical lessons I learned along ...