Nuclear phrases: When the AI bot asks why you’re calling, say, “I need to cancel my service” or “I am returning a call.” The ...

When Verizon refused to unlock an iPhone purchased by Kansas resident Patrick Roach, he had no intention of giving up without ...

The chief customer officer and senior vice president of airport operations sat down with Skift airlines editor Gordon Smith ...

Too many leaders try to make their business grow by chasing more customer transactions, rather than enhancing customer ...

Founder and director of DSW Optical, David Whittle, on working with independent practices, sustainability, and growth ...

A Christian employee at a spa operated by Hershey Entertainment and Resorts in Pennsylvania is alleging that she was suspended for declining to escort a transgender guest to the women’s locker room.

Tell us a little about yourself. What does your job at Telefónica involve? Apart from having spent many years at this beloved company and working in many different areas, I am currently the National ...

Amazon is one of the world's largest retailers, which means it has perfected the process of quickly fulfilling orders to a science. Still, that doesn't mean mistakes don't occasionally arise. If you ...

When you shop through retailer links on our site, we may earn affiliate commissions. 100% of the fees we collect are used to support our nonprofit mission. Learn more. Bob Solomon was counting the ...

Customer intelligence refers to the systematic collection, integration and analysis of customer data to make informed decisions in marketing, sales, product development and customer service. The goal ...

One of the best perks of luxury cruising is having free room service, any time of day. Slept in and missed breakfast? Just call room service. Hungry after a long afternoon excursion? Pick up the phone ...

The way you communicate with your customers sets the stage for how your brand is perceived. Are you friendly, formal, empathetic, entertaining, or informative? Your agent may have provided a ...