Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

Poor problem resolution drives off customers; good problem resolution helps you keep them in the fold. In fact, customers whose problems have been solved to their satisfaction are likelier to stay ...

Forbes contributors publish independent expert analyses and insights. I'm a customer experience consultant and customer service trainer. Customer service breakdowns are uncomfortable, and they require ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

The future of customer service will be measured in the number of calls eliminated by predictive and prescriptive diagnostics. Gone are the days when your calls are routed to unqualified personnel ...

The ability to effectively handle customer complaints and problems is vital for your customer service associates. Though providing outstanding service throughout the selling process is beneficial, ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

During the recent government shutdown, U.S. banks and credit unions waived late fees, suspended loan payments and made small loans to help customers get by. The response was customer-centric: Banks ...

Imaging giant Konica Minolta has announced the implementation of a global, client support system to improve customer problem resolution. After an international effort to find a workflow escalation ...

Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...