Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

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Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

Julie Casteel is the Chief Strategic Accounts Officer & CMO at ibex, a global provider of BPO and customer engagement technology solutions. Brands wield immense power to either delight or disappoint ...

Is your customer service stellar most of the time, until it falls apart when confronted with an angry, upset, or disappointed customer? If so, it’s because you don’t have an effective service recovery ...

Customer reviews and ratings play a key role in the customer journey, with as many as 98% relying on them to inform their purchasing decisions. When you know that your products and services are of ...

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For years marketers have suspected that the saying customer is king isn’t always a good principle for running a business. As competition in many markets intensifies, winners will be companies who ...

Antje Fiedler is a Director of The Small Enterprise Association of Australia and New Zealand (SEAANZ). Martie-Louise Verreynne receives funding from the Australian Research Council and the Medical ...