While it's been among the leaders in the chicken sandwich space for decades, Chick-fil-A has seen its share of customer ...

A debate is raging in the suburb of Katy, Texas, over a customer alleging they were denied the chance to dine-in at a ...

Some people need to vent. And, unfortunately, service workers often get the brunt of that venting. Would you be annoyed if a customer were venting to you about a problem that you couldn’t fix, or ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. On July 18, Bob Newhart, a famous comedian and actor, passed ...

Customer feedback volume does not correlate linearly with product quality. In fact, the loudest feedback often appears when a product has partial product-market fit but imperfect execution. Building a ...

Complaints about the telco industry ticked up in the latest quarter as the major network providers continue to jack up the ...

Co-authored by Nigel Bairstow, Ph.D., and Mark Cario, The Marketing Revolution It's natural for customers to complain, which is an integral part of human nature. Our complaints can be either minor ...

Most customer service moments disappear in two emails. But every so often, a customer sends a message so sharp, so petty, or so embarrassingly correct that the company can’t ignore it. These are the ...

Dissatisfied customers are sharing their experience with more people. The number of consumers reporting problems with something they’ve paid for has grown in recent years, and those dissatisfied ...

The customer complaints received by the Consumer Financial Protection Bureau are not just a list of grievances. They are a vital source of information for banks and financial services firms, and must ...

Lickety-Split says it has served more than 46,000 customers in the last three years. But some customers are questioning the ...