Forbes contributors publish independent expert analyses and insights. Serenity Gibbons is a business consultant who covers entrepreneurs. This article is more than 3 years old. The term “customer ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. The customer is the foundation of any successful business.

“The customer is always right” was always problematic. These days, it’s a terrible policy. Research offers a better approach. You might think the problem with forcing your employees to humor insane ...

Closing this gap between talk and action is the key to genuine customer-centricity. Try to shape an environment where every customer interaction resonates deeply. Imagine a world where mattresses aren ...

Opinions expressed by Entrepreneur contributors are their own. Over the weekend, I listened as my fiancé complained and deleted more than 100 emails out of his promotions folder — all of which he ...

VoC tools make excellent CX possible. Good customer experience remains a priority, meaning companies should look to optimizing voice of the customer solutions. Top tools include top technology. The ...

Higher customer service expectations in the airline industry mandates a new approach to using innovative technology. This means not only deploying solutions to improve direct-to-customer experiences ...