Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and ...

Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

As customer expectations continue to rise and the traditional reactive models of customer service are increasingly proving to be inadequate, the quest for excellence in customer support today has led ...

Small-business owners can maintain their customer bases and increase sales by creating proactive customer service plans to keep buyers happy. Just because you're not receiving complaints or returns ...

A recent survey of 2,000 respondents says that a quarter of Americans would rather shave their heads than contact customer service. Instead of trying to resolve an issue, the OnePoll Survey says, 30% ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Let’s start by defining what ...

Expertise from Forbes Councils members, operated under license. Opinions expressed are those of the author. Exceptional customer service can make or break a brand, and in today's fast-paced world, ...