Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

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Gautam Patankar's transition from a lifelong golfer to the chief experience officer at Bobby Jones Links underscores a unique blend of personal passion and professional evolution. His background as a ...

The holiday season is fast approaching, which means many businesses are in the process of hiring and training seasonal employees. Holiday shopping can be stressful, which means providing exceptional ...

Over the past few decades, well-meaning business leaders have tried to build customer-centric workplaces to gain advantages over their competitors. The real key to success, however, starts with an ...

If we ask our employees open-ended, probing questions and are willing to have an open mind to not only ‘hear’ what they have to say but really ‘listen’ to their feedback — with zero ego attached — it ...

If you keep your employees happy, will they make your customers happy as well, through superior customer service? My knee-jerk reaction would be, “Of course they will!” But you never know when what ...

Philippe is the GM of Grand Hotel Les Trois Rois and a mentor, executive coach, advisor and expert on employee engagement. In customer service, where interactions often lean toward efficiency and ...

Customer service can make or break a company’s reputation. When a bank employee’s refusal to provide basic service backfired, a simple Yelp review triggered a chain of events no one saw coming. You’ll ...

Strengthen your customer relationships by addressing these eight key customer experience failures.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. This voice experience is generated by AI. Learn more. This ...

MIAMI-DADE COUNTY, Fla. — One South Florida Publix employee is earning top marks when it comes to providing good customer service. Customer Service Manager Iliana Ley, who works at the Publix at ...