Making a customer complaint is enough of a hassle on its own, but it’s made worse with all the barriers that companies can put in your way—like automated chatbots, unhelpful customer reps, or simply ...

Editor’s Note: This article originally appeared on YourSource News (YSN), the official blog of BrandSource parent AVB Inc, and is reprinted with permission from the authors. Let’s face it: Every ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On July 18, Bob Newhart, a famous comedian and actor, passed ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Managing complaints is commonly the worst part of running your ecommerce business. No one enjoys being told what they’re doing wrong and even less when the whole world can see it. The easy option to ...

You read customer reviews and reply with thanks or apologies. However, it is quite difficult to think about "what the store should change" after that."Provide more attentive customer service" "Let's ...