All of us want to feel listened to and accommodated, particularly when we are shopping for something. Being treated respectfully and helpfully is just as important as finding the right item at the ...

Frei, Frances X., and Robin J. Ely. "Zappos.com 2009: Clothing, Customer Service, and Company Culture (MM)." Harvard Business School Multimedia/Video Case 612-701 ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Getting customer service right is something that I've always ...