“It is a capital mistake to theorize before one has data.” So wrote Sir Arthur Conan Doyle in 1891 for his first Sherlock Holmes...

25 companies that win with a separate Twitter care handle Should you deliver customer care from your main Twitter handle, or use...

12 companies that respond swiftly to customer concerns When customers turn to Twitter to ask a question or solve a care issue,...

We may be in the thick of the digital age, but car brands remain some of the most prolific TV ad buyers out there. According to...

In the noisy world of social media customer service, many people swear by a slew of complex metrics that seem better suited to an...

As a customer service consultant and turnaround expert, I specialize in transforming customer service and the customer experience...

Today, 85% of retailers consider social technology to be among the most critical investments in the journey towards digital...

Customer service is no longer limited to phone calls and in-store visits. Buyers can now follow up with companies in real time...

College. The best years of our lives. They pass by quickly, but the memories they provide remain clear as day. For countless...

You might have the best products or the lowest prices—but it doesn’t mean much for your bottom line if you’re delivering subpar...

Customer care moves faster now than it ever has before. And that’s because customers are dictating the speed. According to...

Social media has been around for more than a decade, yet it remains difficult to understand the real return on investment (ROI)...

Tech companies have it tough. When customers need service, they don’t just need to know when their package shipped or if they can...

Top consumer brands know that to provide exceptional customer care, they need to connect with their customers online. Today, that...

“Bot” doesn’t have to be a dirty word. While many might think of email spam and dystopian sci-fi movies when they hear it, there...