Anyone who has had a customer support e-mail query orphaned by a vendor or who has been forced to abandon a shopping cart midsession knows that online customer service has a long way to go. E-commerce ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Customer service is not a department. It’s a philosophy to ...

Recently I had the opportunity to listen to an inspiring presentation by Horst Schulze, Founder of the Ritz Carlton Hotels and, more recently, Capella Hotel Group. His goal during the presentation was ...

Enterprise Times met with Louise Phillips, VP Customer Centres and Darren Kelly, Senior Manager of Customer Care from Virgin Atlantic at Genesys Xperience ...

This isn’t just about being nice. Customers can sense when they’re genuinely valued versus when they’re being managed. That feeling drives every decision they make about whether to stay, whether to ...

Haitian immigrant Nadine Vixama works as a cashier at a Whole Foods in Cambridge, Mass. Vixama has taken English classes and a program in store and customer service basics launched by the National ...