Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

Customer service is all about managing emotions. Whether a caller needs help fixing a product or taking care of a task right before the holidays, the customer has come to your team for help. How you ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. Jul 23, 2024, 01:40pm EDT Recently, I was invited to ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

Each year, Norfolk Southern (NS) conducts a comprehensive customer survey to gauge service performance and identify opportunities for improvement. In 2025, we achieved a world-class response rate of ...

In the last five years, there has been a palpable shift in customer service standards—in contact centers especially, but not exclusively. Not that long ago within contact centers, the standard for ...

The past two years have seen a massive surge in artificial intelligence, especially generative AI and the large language models (LLMs) that fuel it, leaving companies and customer experience leaders ...

Adding to the mobile maintenance fleet was necessary for Ford Pro to build better customer service experiences. Not only were Ford Pro’s customers asking for a mobile maintenance solution, but it also ...