I’ve worn contact lenses for 20 years. Here are the best places to buy contacts online in 2026, offering convenience, fair ...

The best way to retain customers is through proactive relationship management and outstanding customer service. A key element in that strategy is an integrated approach to customer contact—implemented ...

In my last column, we examined the results of a survey which studied the reasons a customer stays or leaves a company. The survey was published by AchieveGlobal. In addition to surveying customers for ...

In this day and age, companies are expected to be able to address problems before the customer even becomes aware of the issue. That requires them to have some predictive capabilities, which is ...

In parts one and two of this series, I shared the unforgettable hotel experience that not only soured my stay but also left a lasting dent in my perception of the brand. That moment was a stark ...

Through social media, virtually anyone, anywhere in the world, can be heard. Unfortunately for many businesses, an individual's comments might not always be complimentary. This is prompting more ...

We've all been there: You call customer service, get bounced around, transferred, and dropped. Or worse, your issue never gets resolved even after you talk to someone. You probably know you can ...

In the realm of customer interactions, generative AI is swiftly becoming a game changer. Gartner's latest insights reveal that a staggering 42% of generative AI initiatives are focused on transforming ...

From Generative AI to Human-Centered Innovation—CCW Nashville 2025 is Where Service Transformation Begins. NEW YORK and NASHVILLE, Tenn., July 29, 2025 /PRNewswire/ -- Customer Contact Week (CCW), the ...