Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

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.

Business owners across the U.S. can take heart knowing most of their employees express a commitment to providing excellent service to customers. At the same time, new research says less than a quarter ...

Building a customer-centric culture is more than just a strategy; it’s a mindset. At the heart of that mindset is an undeniable truth: Empowered employees create empowered customers. A successful ...

@2024 - All Right Reserved.

Customer retention has never been more important to an organization’s bottom line, but achieving it means doubling down on the connection between employees and customers. Here’s why it works, and how ...

Staffing levels are the No. 1 barrier to providing customers exceptional products and service, according to a Gallup survey of 23,000 employees during Q3 2025. Across employment positions, 37% of ...

Businesses should move away from the outdated “the customer is always right” mindset, which often leads to employee burnout, high turnover and, ironically, poor service quality.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

Over the past few decades, well-meaning business leaders have tried to build customer-centric workplaces to gain advantages over their competitors. The real key to success, however, starts with an ...

MONTREAL — Air Canada says its customer service employees have ratified a new collective bargaining agreement.