The Fast Company Executive Board is a private, fee-based network of influential leaders, experts, executives, and entrepreneurs who share their insights with our audience. BY Jeff Fettes Companies ...

Customers today expect brands to respond to customer service tickets within an hour, which can be a challenge. Creating incredible customer support experiences is challenging today. Your customers are ...

Between the status of our economy, inflation, unemployment and the ever-increasing cost of daily necessities — including, but certainly not limited to, gasoline — the overall mood of much of the ...

Inclusive customer service goes beyond good service—it treats all customers equitably, removing barriers that may hinder their access to goods, services, and facilities. This article provides insights ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

As consumers, we’ve all seen how technology helps improve our everyday lives, making it simple for us to handle mundane tasks like buying an airline ticket or ordering from a restaurant. But what ...

Customer service has rarely been a field that earns raves from the people it assists. Long hold times and maddeningly frustrating conversations that result in being transferred from department to ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Your customer service team mans the frontline upon which you ...

One task, many teams. A single customer journey often spans multiple departments, exposing weak links across channels. Friction by design. Some customer struggles are intentional and necessary, but ...