Sears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices.

3Q2013 was a good quarter for customer service. Customer growth and financial performance were up. Product activity was light. Four companies expanded into new markets. Moxie and Salesforce.com earned Customer Service Stars ...

Twitter is more than a company. It’s a customer ecosystem with seven layers of different types of players—each benefitting from their use of Twitter’s social media platform.

So, how annoying are those automated marketing calls that interrupt you at dinner time? And they aren’t only annoying, they’re illegal. Still robocalling, as it is called, is proliferating. What can you ...