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Customer Service

I Shouldn't Have To 'Pass' On The Phone For You To Take Me Seriously

Nicole Breedlove | Posted 03.21.2017 | Black Voices
Nicole Breedlove

My name is Nicole Breedlove. My name is not necessarily a culturally specific name. When you speak to me, my voice doesn’t sound culturally specific...

I'm Still Paying For My Dead Husband's Cell Phone Because I Can't Answer His Security Question

The Huffington Post | Ann Brenoff | Posted 03.14.2017 | Fifty

Until I became widowed two months ago, I thought death was a finality. After it happened, I would have the time and space to mourn. I’ve since learn...

On Valentine's Day: 4 ways to bring true love into your Customer Relationships

Shampa Bagchi | Posted 02.10.2017 | Business
Shampa Bagchi

This Valentine's Day, as you go through the annual ritual of romance with flowers and gifts and cards and chocolates for that special person in your l...

Why Do Brands Hate Me?

Timo Kiuru | Posted 01.18.2017 | Business
Timo Kiuru

I'm a 34-year-old male with a wide range of interests, though I don't see myself as a loose millennial. In fact, lately I've been shocked when taking ...

Retail Recovery Ain't No Spoonful of Sugar

Jeffrey Shaffer | Posted 01.17.2017 | Business
Jeffrey Shaffer

As Yule time decorations and lawn displays get packed up and stored away, this is a good time for a collective salute to a group of people who work ha...

Gary Kelly Defies Gravity at Southwest Airlines: Meet a CEO with a stellar personal brand

Stacey Cohen | Posted 01.10.2017 | Business
Stacey Cohen

Whether you're CEO of a mega-brand or owner of a doggy daycare start-up, investing in your personal brand is always a sound investment in your company...

The Customer Still Matters: Lessons From 2016, Leadership For 2017

Michael D. Shaw | Posted 01.09.2017 | Business
Michael D. Shaw

When customers experience success, more than likely operations run flawlessly. Customer loyalty takes hold.

Hey, Product Manager: Your Customers Are Furious!

Brian de Haaff | Posted 12.27.2016 | Technology
Brian de Haaff

Do you remember the first time a customer yelled at you? I know I do. I was a senior product manager and the company was working on a new network op...

5 Sales Tactics To Win More Customers This Holiday Season

Margarita Hakobyan | Posted 12.22.2016 | Business
Margarita Hakobyan

As we head into the busiest part of the holiday season, businesses are looking to make sure that they're attracting as much business as they can. For ...

Sam Rivman | Posted 12.13.2016 | Business
Sam Rivman

Watch Gang is a monthly box service that specifically delivers watches of multiple styles and brands to its customers. The company, which began servic...

4 Reminders About the Impact of Brand Reputation from A Chance Interaction with a Restaurant Owner

Sarah Deane | Posted 12.11.2016 | Business
Sarah Deane

I had a very interesting interaction the other day with a man who is a partner in a Poke bar chain that has a couple of locations nearby. The interac...

You Won't Believe They're Doing This -- Behind the Scenes of The Restaurant at Meadowood

Alexis Sclamberg | Posted 12.05.2016 | Taste
Alexis Sclamberg

A few weeks ago, I had dinner at The Restaurant at Meadowood, the 3-star Michelin guide restaurant of Chef Christopher Kostow located at the famed Mea...

Woo, Wow, and Win: Stewart and O'Connell on Designing Customer Delight

Nell Minow | Posted 12.02.2016 | Business
Nell Minow

In their new book, Thomas A. Stewart and Patricia O'Connell explain the art, strategy and vital necessity of building customer service into the fundam...

Why Won't Cardone Return My Calls?

Christopher Elliott | Posted 11.28.2016 | Business
Christopher Elliott

When Mike Barco's new steering unit needs to be replaced, he turns to the manufacturer for help. Why can’t he get an answer? Question: In 2013, I pu...

The Reason American Consumers Don't Feel Grateful This Thanksgiving

Christopher Elliott | Posted 11.23.2016 | Business
Christopher Elliott

In this season of gratitude, American consumers are feeling left out in the cold. And with good reason. Businesses seem to be amping up customer-unfri...

4 Reasons Why Brands Did Not Achieve their Expected Customer Experience (CX) Impact in 2016

Sarah Deane | Posted 11.22.2016 | Business
Sarah Deane

In 2016 we have seen a year filled with everything Customer Experience and, as we now near the end of the year, many organizations are well underway w...

How Working From Home is a Legit Possibility Now

Gabrielle Pfeiffer | Posted 11.15.2016 | Business
Gabrielle Pfeiffer

Many years ago, making money from home was more of a pipe dream than a reality. There was no such thing as blogging, social media marketing, or ecomme...

Donald Trump Will Be A Disaster For Customer Service. Or Not.

Christopher Elliott | Posted 11.15.2016 | Business
Christopher Elliott

A Donald Trump presidency will either be great for American consumers ― or it’ll be a disaster. Just as the presidential election left the country...

Help! UPS Ruined Bridesmaid's Big Day

Christopher Elliott | Posted 11.13.2016 | Business
Christopher Elliott

When the UPS store slaps the wrong label on Susan Baker's package, it threatens to ruin her daughter's special day. What should UPS do to fix this? Qu...

The Golden Rule of Amazing Customer Service Isn't What You Think

Quora | Posted 11.09.2016 | Business
Quora

What are some hallmarks of amazing customer experience? originally appeared on Quora - the knowledge sharing network where compelling questions are an...

Read This Before You Buy Another Gift Card

Christopher Elliott | Posted 11.07.2016 | Business
Christopher Elliott

Ask Richard Brigleb about gift cards, and he'll tell you about the $200 worth of plastic for a wine store and local restaurant he just found in his ki...

This Dell Laptop Never Worked. How About A Refund?

Christopher Elliott | Posted 11.06.2016 | Technology
Christopher Elliott

Leslie Woz' Dell laptop is a lemon, and now it's out of warranty. Should the company honor an implied warranty? Question: I need your help with a Dell...

Kids on a Plane -- What Could Possibly Go Wrong?

Christopher Elliott | Posted 11.06.2016 | Travel
Christopher Elliott

It’s a story that Carrie Calzaretta’s 14-year-old son, Tyler, will probably tell his kids someday. This summer, the Calzarettas paid American Airl...

6 Ways To Create Experiences That Customers Crave

Marty Zwilling | Posted 10.21.2016 | Business
Marty Zwilling

For decades, efforts to satisfy customers have been built around demographics - capitalizing on race, ethnicity, gender, income, and other attributes....

5 High-Impact Post-Sale Sales Opportunities

Danny Wong | Posted 10.20.2016 | Business
Danny Wong

When highly effective B2B salespeople close a big deal, what is the first thing they do? They don't rest on their laurels or move on to the next opportunity as quickly as possible. They don't leave their new customer wondering what happened to the relationship they built.