Engaged employees deliver better customer service. Companies in the top 25% of employee engagement have 10% higher customer ...

Last month, during a panel discussion at the 2015 Consumer Electronics Show (CES), Comcast CEO, Neil Smit, said that Comcast is on the way to a complete customer service turnaround. But don’t ...

Most consumers can relate to either seeing or experiencing poor customer service, whether it’s at a restaurant, hotel, or the grocery store.

Bad service doesn't hurt bottom line. Realizing that my experience is common and somewhat indicative of an industry-wide phenomenon, I wondered whether their poor customer service was impacting ...

A Common Problem, A Story Of Poor Customer Service And How To Fix It. Why is it that we have to, sometimes, call back to get the service we want? How does a CMO or Customer Service Director feel ...

With bad customer service you’ll not only lose your chance to recover after a problem, you may not even find out a problem exists. 3. Bad customer service spreads like wildfire.

Bad Customer Service Happens, But You Don’t Have to Accept It Many organizations drop the ball when it comes to customer service. They need to reframe such instances as teaching moments and ...

Consumer Reports recently surveyed readers about their customer service experiences and found 64% said they'd walked out of a store because of poor service in the past year. And when it comes to ...

A new study from Satmetrix shows that companies are wasting billions on attracting new customers through advertising then losing them by delivering a poor customer experience. It estimates that ...

Most people have experienced a four-hour appointment window that the service provider still manages to miss. And many American consumers have been stuck in an endless phone loop desperately trying ...

We saw a 40% decrease in customer complaints last year, and we currently only receive 0.7 complaints per 1,000 loans we service. Unfortunately, Ms. Bellamy did not get the positive experience we ...

Bad customer service hurts more than good service helps. Jim Morrison. Last time we talked about a couple emails from readers and friends and their examples of customer service being a two-way street.