Customer Service

Grow Your Business

This Global Survey Reveals a Brutal Truth About AI in Customer Service. Here’s What Every Leader Needs to Hear.

New data reveals how customers really feel about AI in service, and why human connection still plays a critical role in trust, loyalty and growth.

By Natalie Ruiz

Thought Leaders

I Built a Fintech Company at 23. The Hardest Part Wasn’t the Product — It Was Trust

Authentic, experience-driven perspectives cut through noise and position founders as credible market leaders.

By Serhii Zakharov

Human Resources

Why I Take a ‘Roll up Your Sleeves’ Approach to Leadership – And How it’s Paying Off

Working shoulder to shoulder isn't about doing the work for your team — it's about helping them own it at a higher level, so execution improves without constant oversight.

By Matthew J. Kirchner

Building a Business

The Strategy P.F. Chang’s New CMO Is Betting On — And What It Means for Your Business

Here’s an inside look at Holly Smith’s first 90 days at P.F. Chang’s and how it can help your marketing team.

By Shawn P. Walchef

Building a Business

Customer Loyalty Is Becoming More Fragile. Here’s the Leadership Mistake That’s Fueling Its Decline.

Why trust and emotional connection, not speed or automation, drive lasting loyalty — and how you can use humans and technology together to keep customers coming back.

By Natalie Ruiz

Tech

Stop Chasing New Customers. Here’s How to Keep the Ones You Already Won

Small businesses are always looking for ways to reduce friction for existing customers. AI-powered automation can help.

By Chris Flood

Human Resources

Your Customers Won’t Forgive Empty Words — Here’s Why Overpromising Costs You

Failing to deliver hurts more than just your bottom line.

By Richard Ceffalio

Thought Leaders

8 Customer Experience Failures Every Leader Should Address Now

Strengthen your customer relationships by addressing these eight key customer experience failures.

By Natalie Ruiz

Building a Business

A Disaster Derailed His Career — But Taught Him the 1 Thing That All Successful People Know

When Michael Palmer took over a beloved California dessert brand, he leaned on a simple approach most successful people already know.

By Shawn P. Walchef

Thought Leaders

If You’re a Founder Who’s Never Done Customer Support, You’re Building Your Business Blind. Here’s How.

When I first started my company, I spent years handling customer support myself — and I wouldn't trade that experience for anything.

By Aytekin Tank

Building a Business

He Rethought the Sports Bar Experience — Now Fans, Teams, and Celebrities Want In

Interview with Brooks Schaden about how a sports bar built around fandom grew fast, formed strategic partnerships, and turned games into shared moments.

By Shawn P. Walchef

Business News

This Is Now America’s Most-Loved Grocery Store, Beating Publix

Trader Joe's scored 86 out of 100 in the latest American Customer Satisfaction Index, overtaking Publix for the first time.

By Jonathan Small

Thought Leaders

AI in Customer Service Is Eroding Trust — Here’s What You Need to Know Before It Derails Your Business

Trust is built through genuine human connection, so AI should support human service — not replace it.

By Natalie Ruiz

Building a Business

This Shake Shack Exec’s Family Didn’t Believe Hers Was a ‘Real Job.’ Here’s How She’s Bringing Innovation to the Brand.

Steph So discusses how she blends hospitality with technology, why curiosity drives her decisions and how Shake Shack keeps innovating without losing its soul.

By Shawn P. Walchef

Building a Business

You Don’t Need More Clients to Grow Your Service Business — Just Fix This Instead

Profitability isn't about chasing new customers — it's about making the most of the ones you already have and streamlining how you serve them.

By John Rampton

Building a Business

She Worked in High-Pressure Kitchens — Then Used the Experience to Start Her Critically Acclaimed Restaurant

Yara Herrera didn't dream of becoming a chef, but she stumbled into the career.

By Shawn P. Walchef

Building a Business

6 Best Practices for Improving Customer Support as a SaaS Company

Good customer support is directly proportional to higher ROI in SaaS businesses. Here's how to improve yours.

By Dmitry Solovyev

Building a Business

Most Companies Stop at Good Service — But the Real Growth Multiplier Is Something Else

Every business is in the hospitality business—because customers don't just remember what you did, they remember how you made them feel.

By Scott Greenberg

Business Model

Your Competitors Are Already Using These 4 Customer Service Strategies — Are You?

It's time to put customers back at the center of growth.

By Nathan Miller

Building a Business

Stop Annoying Customers — Here’s How to Automate the Right Way

There's plenty of places you can streamline or personalize your operations without losing that human touch.

By Liz Brody

Building a Business

This Venezuelan Entrepreneur Craved His Favorite Comfort Food – So He Started a Business Selling It

German Sierra's journey in starting Pana Food Truck is rooted in resilience, culture and connection.

By Emily Washcovick