Customer service expert and master trainer Micah Solomon tells me that my gut feeling was correct as far as it went, but that more is necessary to guarantee great customer service from every employee.

The cost of goods is going up. Labor is going up. And, for the consumer, that means the price of everything is skyrocketing. Just take a look at inflation over the past several years. In June of 2022, ...

In my last article, I highlighted some data and nuance regarding customer retention. One aspect that still needs deeper reflection, though, is how businesses can care more for the people in their ...

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. BY Jonathan Groves Satisfied ...

A ton of research has been conducted over the years on how businesses can best develop relationships with their customers. Most companies aim to keep as many of their customers happy for as long as ...

Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality. Here’s how to ...

Last fall, a skit on Saturday Night Live captured the essence of what we all hate about customer service. In it, guest host Kieran Culkin tries to cancel his cable service but instead gets transferred ...

Interview with honeygrow CEO/Founder about having a timeline to make mistakes, learning to manage up, and finding joy in your work. Drillers Make Killers – Justin Rosenberg fully understands that ...

As their business grows, it’s all too easy for business owners to get swept up in the numbers and forget that there are real people behind their profits. If they want to continue to succeed, it’s key ...