Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

In October 2025, a screenshot circulated on social media that allegedly showed a Campbell's Facebook page responding to a homophobic comment. The image purportedly captured an exchange between a user ...

As pandemic headwinds beset brands, they’ve had to deal with increasing customer service challenges ranging from providing a consistent experience during digital transformations to scaling service ...

Explore five notorious customer service failures and key lessons to avoid repeating errors that can tarnish your brand's image. We’ve all experienced bad customer service. But have you been so mad ...

Forbes contributors publish independent expert analyses and insights. I am a Customer Experience Futurist, Author and Keynote Speaker. While the Thomas Fire burned through California, a Glossier ...

If you’re leading a startup or new business and want to deliver the kinds of exceptional customer experiences that drive revenue and build loyalty, I’ve got just two words for you. Real time. Yes, I ...

When Jake Moffatt's grandmother died in 2022, he booked a flight to her funeral on Air Canada, hoping to use their bereavement travel discounts. Air Canada's customer service chatbot told Moffatt he ...

I shared a story back in September about a man who discovered his very expensive Lego set was missing a bag of pieces. The company’s response was so good I had to write about it. After I did, I ...