ByAlan Schwarz,
Forbes Staff.
Forbes’ newest Best Customer Service list identifies the leaders in providing consumers the best experience and sense of loyalty. But what does that actually look like? To dig deeper, you talk to people in the trenches.
Forbes Assistant Managing Editor Alan Schwarz sat down with experts from three customer service vantage points. Representing retail was Pat Egan, President and CEO of See’s Candies. Steve Newton, the co-founder of Mission BBQ, provided perspective from the restaurant sector. And to discuss the overall landscape of customer service throughout all industries was Rob Pace, the CEO of HundredX—the consumer-research company that conducted the survey and analysis on which the Best Customer Service list was based. (Detail about the list’s methodology can be found below.)
They discussed what customer service means, how to handle negative feedback and the increasing use of artificial intelligence to relate to consumers. The conversation was edited for length and clarity.
