Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Bad customer experiences could cost organizations throughout ...

Forbes contributors publish independent expert analyses and insights. I cover travel with a focus on safety and sustainability. When Mario Matulich thinks of hotel chains with great customer service, ...

Hotels have become too servile, letting badly behaved guests ruin carefully crafted experiences. They need to take notes from the Hôtel du Cap, where standards and behavior are gently enforced for the ...

Travelers appear to be abandoning Airbnb because of high costs, excessive fees, and poor host service. Airbnb was once a disruptor offering affordable stays but some say it has lost its charm. Travel ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...