First Republic Bank serves high-net-worth individuals. The bank achieved a net promoter score of 80 in 2022, which is very high for any industry. The strong customer service can be seen throughout the ...

In the ever-evolving customer service world, innovation isn't limited to technology and process improvements—it's also reshaping how businesses pay for the tools they use to support their customers.

As the dust settled on what most have deemed the “new normal” of working from home, many industries — including customer service — rapidly shifted operations to be remote work-friendly. At the same ...

Customer experience breakdowns rarely originate at the touchpoint—they stem from executive decisions made months earlier in ...

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. In today’s tech-focused ...

Hawai’i visitors to Japan revel in hotels, department stores and restaurants staffed by employees who aim to please. The visitors return to the Islands with wondrous “only in Japan” stories. But ...

In recent years, a profound shift has occurred in the way consumers access products and services. Impulse buys are being outpaced by convenience, curation and community. One business model that has ...