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 ...

Holiday shopping seasons and other peak periods are huge opportunities for a profit boost, but also introduce challenges as customer expectations ramp up. Everyone feels the pressure to deliver during ...

Customer service can often be viewed as the “kicker” to an organization’s “football team.” It may not be the most glamorous or noteworthy position, but when the game is on the line with time expiring, ...

Working with a customer relationship management (CRM) tool is the fastest way to develop a custom strategy for any business. In the past, CRMs were always considered tools for sales. However, today, ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

But customer service is just one aspect of the entire customer experience. It usually comes into play when something has gone wrong; it is the place where companies fix things when part of the ...

The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. Let’s start by defining what ...

Brands racing to meet these shifting expectations are eagerly implementing digital solutions that promise efficiency and accuracy in an omnichannel environment. But this focus on digital ...

Natalie Ruiz is the CEO of AnswerConnect, an award-winning executive, and an event and workshop speaker. To continue reading this content, please enable JavaScript in ...

Recruiting new customers costs seven to nine times as much as it does to keep current customers from leaving. Besides the obvious foregone revenue, dissatisfied customers are not going to recommend ...

In the late 1990s, when Arkadi Kuhlmann launched what would later become the largest direct US savings bank, ING Direct, he had a surprising message for the nation’s millionaires: we don’t want your ...