The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services. As customers get more used to doing everything remotely — from ...

SQM research shows that 88% of people have stopped doing business with a company due to poor call center customer service. That statistic alone should be motivating to ensure that a call center is ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...

Customer behavior has changed and there’s evidence it’s not going back. The new habits formed over the last 18 month in many cases are here to stay. The Greek philosopher Heraclitus said that “change ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

Since the start of the pandemic, companies have struggled to keep up with shifts in customer behavior, especially around customer expectations. This is most acute during the last mile of a delivery, ...

However, it's never a bad idea to incorporate best-practices into your B2B marketing strategy, and marketers can learn a lot from how customer service professionals have adapted in the last year and a ...

The Covid-19 pandemic forced people to reassess their priorities and what they value most in their lives. While there is a slow recovery to the pre-pandemic norm, there is also a growing sense that ...

Clearly, there’s been no shortage of analysis, if not handwringing, on how to manage the expectations of the generations ...

The shops that win on cycle time, retention, and reputation treat every phase of a repair as part of one connected system.