Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

We’ve talked a lot about the “inside” of my Inside-Out Framework approach to developing a strong positive company culture, focusing on the first-line customers, the employees. Zack Oates, CEO and ...

Every business is in the hospitality business—because customers don't just remember what you did, they remember how you made them feel.

When you manage customers' questions and problems well, they reciprocate by coming back, spending more and becoming loyal to the brand. Is delivering good customer service worth the effort and expense ...

Blow away the competition by using customer service and customer experience to make your company stand out, and to build true customer engagement and loyalty — while inspiring your employees as well.

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Every two weeks, ...

Hell hath no fury like an enraged customer. Your good work attracting right-fit clients can go out the door if your customer service people are not good. “It’s harder to find, and keep, good customer ...

Tesla’s customer service reputation is mixed, with a large proportion of Tesla owners reporting being dissatisfied.

If you’re Gen X, then you were probably raised by the television in some type of way. A lot of the TV shows back then had a lot of good messages. Well, so did some of the commercials. One of my ...

Customer service nightmares have become a daily occurrence instead of an occasional one. Between rude workers and incorrect orders, most people wonder what the reason for the madness is — at least, ...