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Forbes
5 days ago
- Business
- Forbes
Four Customer Service Trends Every Business Leader Should Know
Michael Podolsky, Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their service. getty The world of commerce is in a constant state of change and evolution, with technological advancements revolutionizing how brands and consumers interact with breathtaking frequency. It would be unrealistic to think that customer expectations would not follow suit—increasing interconnection and access to information has given consumers greater insight into company practices and products and, with that, an impactful voice that companies need to pay attention to if they are to stay competitive in 2025 and beyond. With the wind blowing more and more in a direction chosen by the consumer, wouldn't it be wise to listen to what they have to say? As I'll get into later, multiple surveys asking for consumers' feedback show just how rapidly consumer preferences are changing—and some reports investigate current consumer experiences with customer support, providing a look into the challenges and opportunities brands face in the race to stay not only relevant but top tier. So, what can we learn from this consumer feedback and customer service data? What four customer service trends in 2025 will matter for businesses? Let's take a look: What should be the basics of good customer service is an extremely common cause for complaint. According to my company's customer service trends report, 58.3% of respondents say that they have received no response whatsoever after reaching out to a company's customer support. It makes me worry that so many businesses drop the ball here. This is not just a common courtesy; the absence of a response is a surefire way to alienate your customer base and send them straight to competitors. A simple acknowledgment does a lot of good work here, but it needs to lead to something more. According to a study commissioned by Forbes Advisor, 48% of consumers say they would spend extra in return for dependable, high-quality customer support—I think this fact alone should be sufficient inspiration to improve customer service. Of course, the quality of customer support is not just measured by manner; outcomes are just as important. I believe that whether a customer's problem was actually fixed will be a stronger determinant of the customer's perception of your company than how polite your customer service was when failing to propose a satisfactory solution. Proper staff training is the answer here. A confident, knowledgeable customer service agent given the freedom to act on their own initiative can propose immediate steps toward a resolution or even fully solve the customer's issue on the spot. Generative AI has transformed how consumers search and interact online. Granted, the efficiencies of AI integration have benefited both sides of the customer service coin in numerous ways. Yet, feedback tells us that consumers remain ambivalent. A recent survey from Euromonitor International found that around 25% of consumers believe fitting product recommendations to be the main advantage of AI in the customer journey. When it comes to troubleshooting and customer service, many customers would still rather explain their issue to a human ear, with almost 65% of respondents in my company's survey sharing that they prefer to contact a brand via phone or email. Now, this isn't necessarily a drawback from the business perspective, as our survey respondents note that a phone call to customer service usually results in a resolution of their issue on the same day. Furthermore, the convenience of email gives space for both sides to consider and compose a response. However, again, many customers still complain that they receive no reply whatsoever after sending an email. The lesson here is that chatbots and AI features should be used to supplement trained call center staff—as an enhancement, not a wholesale replacement. Disgruntled customers can be so irritated by what they perceive as poor handling of their case that they will go out of their way to make sure that others don't find themselves in a similar situation. In fact, research commissioned by Khoros with Forrester Reporting found that 65% of customers have switched to another company because of bad customer service. Needless to say, these individuals will not only abandon a company, but they'll have the potential to cause significant collateral damage, too, if they pen a scathing review of a brand. Brands that put an effort into cultivating an excellent customer experience typically pay close attention to their online reviews and customer service insights, proactively engage with their online criticism and, crucially, train their customer service staff to a level that equips them with the means to properly address customer concerns. What do I think is the key practical takeaway from these customer service statistics? Good customer service is built on connecting with the customer. While the marginal to superlative gains offered by emerging tech and tools are absolutely worthy, they only get real results if supported by an ethos that is learning focused and customer-centric. Put simply, invest in understanding what your customers want and delivering it. Ensure your customer service is available where the customer wants it, engage with them promptly and empower your customer service operation with the knowledge and capability (human and automated) to provide smooth, stress-free customer service solutions. Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?
Yahoo
27-05-2025
- Business
- Yahoo
Bogus customer service is just the latest online scam you need to be aware of
There's bad customer service — and even worse bogus customer service where anyone can easily be taken by a scammer with a quirky accent who demands a credit card on the spot when you call a fake hotline. It's a tip to remember this summer, especially as we're looking at a variety of flight delays and cancellations at airports across the country that must deal with outdated air traffic control equipment and staffing shortages. Airline lost your luggage? Didn't get delivery yet on that online order for a beach towel? Got a problem with your rental car? Or worried about a transaction on your credit card? Watch out for scammers who know we're desperate to hear from a friendly voice who offers to solve our CVS-receipt-sized string of problems. Scammers know too well how to build a trap by planting fake customer service numbers online for well-known major airlines, banks, insurance companies, cable companies, online retailers and more. Amazon News, for example, took to the social media platform X in early March to warn consumers that the e-commerce platform saw a 33% increase in customer service impersonation scams on social media in the few short months from December 2024 through February. Amazon's warning gives consumers a good reason to think twice about posting their complaints about a company or product on social media. According to Amazon, scammers monitor customer complaints in social media comments. Then, the crooks respond to you using fake accounts. The bad actors might end up directing you to dubious links, asking for personal information or money, and moving conversations to private messages. Thinking somewhat cynically, of course, one might imagine that a big company, like Amazon, would love to quash all those gripes made public. But consumer watchdogs confirm that it's a solid tip to avoid posting complaints on social media where everyone, including criminals who would love to "help" you can see them. By impersonating legitimate customer support operations, the criminals can catch you off guard and trick you into handing over money or personal information that will later be used for fraudulent activities. Amy Nofziger, director of victim support for the AARP Fraud Watch Network, told me that you don't really want to circumvent a company's traditional method for handling complaints by posting problems on social media, given that crooks have new tactics for targeting frustrated consumers. Every day, she said, the AARP network's toll-free helpline receives calls about customer service-related scams. The AARP Bulletin highlighted the growing problem involving customer service scams in its May/June issue. After that story ran, Nofziger said many consumers who didn't even realize they had been scammed began calling the helpline at 877-908-3360. Going to online public spaces — such as Reddit, PissedConsumer and X — remains a popular way for consumers to let off steam, and maybe even get the attention from the real company. Unfortunately, scammers love to strike when people are their most vulnerable, such as when your plane is canceled as you're trying to get to your granddaughter's wedding in California. You're already in a highly emotional state. And who wouldn't welcome someone who sees their post and reaches out with a way to find you another flight? Consumer watchdogs also warn that scammers can create fake message boards that will recommend a bogus phone number or site for customer service. Clues that you're dealing with crooks: They're asking you for money upfront. They're saying you can get a discount by using American Express gift cards or other gift cards to pay a bill. They're shifting the storyline to get you worried about money being stolen from your bank account or some sort of money laundering investigation. More: Flight delayed? Some steps you can take to avoid headaches at airports More: Proposed new auto loan tax deduction could help buyers get break on interest The real trouble starts, Nofziger said, when you think you're talking with a legitimate customer support employee as you're really talking with a scammer who might request your credit card number to cover the extra $500 cost of rebooking another ticket. The day we chatted by phone, Nofziger said she was monitoring the helpline and had already heard of two consumers who had run into customer service-related scams where crooks pretended to be from eBay and Amazon customer support. In the past, the helpline has heard from people who ran into scammers impersonating customer service for Wells Fargo, Spectrum and Geico. If you have one problem, you don't need to generate yet another where you could lose lots of money to crooks when you're trying to rebook a flight or dispute a purchase on your credit card. I've written about a variety of customer service scams, including one where crooks impersonate utilities and others involving payment apps. The utility scam might start when you move into a new home and need to open an account, such as with DTE Energy, a Detroit-based utility. Some people have been scammed when they searched on Google for a phone number and found a bogus number for a utility that directed them to a scammer. One Michigan consumer reported losing $250 last year to scammers as a fee to open an account with DTE Energy. Cash App, a popular platform used to transfer money, faced significant issues a few years ago as fraudsters posed as Cash App customer service representatives, who tricked consumers into handing over passwords and personal information. For a few years, according to federal regulators, Cash App didn't have a live customer support line at that time and crooks filled the gap by providing information online for a bogus hotline. Some consumers called a fake Cash App customer support phone number, according to the Consumer Financial Protection Bureau, and were instructed by the fake Cash App customer service representatives to download malware described as a 'remote support application' or 'remote access tool.' After the consumer followed the instructions, the criminals would be able to remove or transfer funds out of the consumer's Cash App account and into their own account. Cash App has since added more customer service, noting in a blog that the payment app has "multiple ways for customers to contact us directly, including live phone support, email, real-time in-app messaging, and a dispute submission tool within the app." Cash App notes online: "Scammers may contact you through email, text, phone calls, or social media, pretending to be Cash App." Consumers can reach Cash Support by calling 800-969-1940. "This is the only phone number customers can call for Cash App Support," according to Cash App. Nofziger warned that many times a customer support scammer can hide behind an unsolicited text message that suggests there is an unauthorized charge on your credit card or suspicious activity with your bank account. You cannot click on those links or answer such calls, either. In some cases, scams can morph into situations where you end up allowing con artists to gain remote access to your computer or install malware on your computer. If you've not logged out properly from your online bank account, the crook might even gain access to your bank account. If you're dealing with a flight delay or cancellation, typically, you'd want to reach out to an airline with care. Airline customer service scams have hit consumers who Googled for phone numbers as scammers try to cash in on delays or cancellations. Some scammers even try to fabricate flight cancellation notices and trick consumers when they are trying to contact airline customer service agents, according to an alert by the Better Business Bureau last year. Scammers have been known to create fake airline ticket booking sites or customer service numbers to charge travelers for rescheduling fake flights, according to the BBB. With Delta Air Lines, for example, you can find contact information on and the Fly Delta app. In some cases, an airline might have a bank of phones at an airport dedicated to customer service when there are delays or flight cancellations. If you would rather call, make sure you have the real Delta number at 800-221-1212. We're living in a weird world when it comes to scams. And you cannot ignore the possibility that crooks are out to help themselves to your money at every turn, including hiding behind fake customer service. Contact personal finance columnist Susan Tompor: stompor@ Follow her on X @tompor. This article originally appeared on USA TODAY: Scammers are using fake customer service numbers to trap you
Yahoo
18-05-2025
- Business
- Yahoo
Trump Says Voters ‘Did Sign Up for' Higher Costs — But Are They Here To Stay? Experts Weigh In
In a recent interview with NBC News, President Donald Trump addressed concerns about rising prices by saying, 'Well, [voters] did sign up for it. … This is what I campaigned on.' Learn More: Try This: His comments highlight a broader question facing American consumers: Are higher costs temporary, or are they the price to be paid for long-term economic gain? From tariffs and wage dynamics to sinking consumer confidence, experts weighed in on why prices remain high and whether they're here to stay. Prices for groceries, gas and basic goods remain stubbornly high, and consumers are feeling it. While inflation has cooled from its 2022 peak, experts said the deeper cost relief could take time due to tariffs, supply chain disruptions and delayed domestic manufacturing gains. 'With inflation already squeezing budgets, everyday consumers face significant financial challenges,' said Michael Podolsky, a consumer advocate and co-founder of He explained that many American consumers lack transparency about how tariffs affect the cost of everyday goods, which fuels frustration and changes shopping habits. Some shoppers, he said, have stopped buying from platforms like Temu, while others are reconsidering Amazon memberships after being surprised by unexpected fees at checkout. 'For households already struggling financially, adapting to these additional costs could take months and further intensify budget pressures,' Podolsky said. Be Aware: On paper, workers are finally getting ahead. In March 2025, inflation stood at 2.4%, while average wages grew by 4.3%, according to USAFacts. This means that real wages, earnings adjusted for inflation, are rising. This trend has continued since early 2024. Still, prices for essentials remain high. According to the latest Consumer Price Index Summary, prices for everyday items increased by 0.2% since March and by 2.3% since last spring. Groceries, housing, gas and medical costs continue to weigh on household budgets. Many consumers are still adjusting to a 'new normal' of elevated base prices and haven't rebuilt the savings or stability lost during recent inflation spikes. These lingering effects may be contributing to declining consumer sentiment. A recent Conference Board survey found that consumer expectations for the future are at a 13-year low. 'Consumer confidence declined for a fifth consecutive month in April, falling to levels not seen since the onset of the COVID[-19] pandemic,' said Stephanie Guichard, senior economist of global indicators at The Conference Board. So even though wage growth is outpacing inflation, the pressure hasn't fully eased. 'Wages that don't increase make rising costs harder to absorb,' said Melanie Musson, a finance expert with Insurance 'When the cost of living increases, wages have to increase, or employers can't recruit and retain employees. As employees are paid more, businesses have to charge more to keep up with wages. It can turn into a vicious cycle.' From groceries to electronics, tariffs quietly raise prices by increasing the cost of doing business. Consumers are often the ones footing the bill, even when the surcharge isn't clearly labeled. 'Prices will go up,' said Nik Agharkar, owner and managing member of Crowne Point Tax. 'This will be gradual, not immediate, because firms order goods from overseas in bulk.' He pointed out that the inventory currently available may not reflect tariffs, but incoming goods will likely priced higher. Despite higher prices, tariffs are unlikely to go away anytime soon, because they're doing exactly what they were designed to do. In fact, the U.S. government collected a record $16.3 billion in customs duties last month, underscoring its financial effectiveness. While consumers can't control tariffs or inflation policy, they can take small steps to stay flexible during this period of uncertainty. Experts said consumers should focus on budgeting, cutting discretionary spending and being strategic about large purchases, especially as price pressures continue to shift across categories. 'Become more strategic with consumption,' said Chris Motola, the special projects editor and financial analyst at National Business Capital. 'This means more utilitarian than status-based purchases, getting more mileage out of the things you already own and taking advantage of loss leaders for groceries.' Editor's note on political coverage: GOBankingRates is nonpartisan and strives to cover all aspects of the economy objectively and present balanced reports on politically focused finance stories. You can find more coverage of this topic on More From GOBankingRates Here's How Much Cars Made in the US Cost Compared to Mexico, Canada and China 8 Common Mistakes Retirees Make With Their Social Security Checks 4 Grocery Items To Buy Now Before Tariffs Raise Prices This Summer The 5 Car Brands Named the Least Reliable of 2025 Sources Today, 'Trump says supporters 'did sign up for' higher costs.' Michael Podolsky, USAFacts, 'Are wages keeping up with inflation?' U.S. Bureau of Labor Statistics, 'Consumer Price Index Summary.' The Conference Board, 'US Consumer Confidence Plunged Again in April.' Melanie Musson, Insurance Nik Agharkar, Crowne Point Tax U.S. Department of the Treasury, 'Monthly Treasury Statement.' Chris Motola, National Business Capital This article originally appeared on Trump Says Voters 'Did Sign Up for' Higher Costs — But Are They Here To Stay? Experts Weigh In
Yahoo
18-05-2025
- Business
- Yahoo
Trump Says Voters ‘Did Sign Up for' Higher Costs — But Are They Here To Stay? Experts Weigh In
In a recent interview with NBC News, President Donald Trump addressed concerns about rising prices by saying, 'Well, [voters] did sign up for it. … This is what I campaigned on.' Learn More: Try This: His comments highlight a broader question facing American consumers: Are higher costs temporary, or are they the price to be paid for long-term economic gain? From tariffs and wage dynamics to sinking consumer confidence, experts weighed in on why prices remain high and whether they're here to stay. Prices for groceries, gas and basic goods remain stubbornly high, and consumers are feeling it. While inflation has cooled from its 2022 peak, experts said the deeper cost relief could take time due to tariffs, supply chain disruptions and delayed domestic manufacturing gains. 'With inflation already squeezing budgets, everyday consumers face significant financial challenges,' said Michael Podolsky, a consumer advocate and co-founder of He explained that many American consumers lack transparency about how tariffs affect the cost of everyday goods, which fuels frustration and changes shopping habits. Some shoppers, he said, have stopped buying from platforms like Temu, while others are reconsidering Amazon memberships after being surprised by unexpected fees at checkout. 'For households already struggling financially, adapting to these additional costs could take months and further intensify budget pressures,' Podolsky said. Be Aware: On paper, workers are finally getting ahead. In March 2025, inflation stood at 2.4%, while average wages grew by 4.3%, according to USAFacts. This means that real wages, earnings adjusted for inflation, are rising. This trend has continued since early 2024. Still, prices for essentials remain high. According to the latest Consumer Price Index Summary, prices for everyday items increased by 0.2% since March and by 2.3% since last spring. Groceries, housing, gas and medical costs continue to weigh on household budgets. Many consumers are still adjusting to a 'new normal' of elevated base prices and haven't rebuilt the savings or stability lost during recent inflation spikes. These lingering effects may be contributing to declining consumer sentiment. A recent Conference Board survey found that consumer expectations for the future are at a 13-year low. 'Consumer confidence declined for a fifth consecutive month in April, falling to levels not seen since the onset of the COVID[-19] pandemic,' said Stephanie Guichard, senior economist of global indicators at The Conference Board. So even though wage growth is outpacing inflation, the pressure hasn't fully eased. 'Wages that don't increase make rising costs harder to absorb,' said Melanie Musson, a finance expert with Insurance 'When the cost of living increases, wages have to increase, or employers can't recruit and retain employees. As employees are paid more, businesses have to charge more to keep up with wages. It can turn into a vicious cycle.' From groceries to electronics, tariffs quietly raise prices by increasing the cost of doing business. Consumers are often the ones footing the bill, even when the surcharge isn't clearly labeled. 'Prices will go up,' said Nik Agharkar, owner and managing member of Crowne Point Tax. 'This will be gradual, not immediate, because firms order goods from overseas in bulk.' He pointed out that the inventory currently available may not reflect tariffs, but incoming goods will likely priced higher. Despite higher prices, tariffs are unlikely to go away anytime soon, because they're doing exactly what they were designed to do. In fact, the U.S. government collected a record $16.3 billion in customs duties last month, underscoring its financial effectiveness. While consumers can't control tariffs or inflation policy, they can take small steps to stay flexible during this period of uncertainty. Experts said consumers should focus on budgeting, cutting discretionary spending and being strategic about large purchases, especially as price pressures continue to shift across categories. 'Become more strategic with consumption,' said Chris Motola, the special projects editor and financial analyst at National Business Capital. 'This means more utilitarian than status-based purchases, getting more mileage out of the things you already own and taking advantage of loss leaders for groceries.' Editor's note on political coverage: GOBankingRates is nonpartisan and strives to cover all aspects of the economy objectively and present balanced reports on politically focused finance stories. You can find more coverage of this topic on More From GOBankingRates Here's How Much Cars Made in the US Cost Compared to Mexico, Canada and China 8 Common Mistakes Retirees Make With Their Social Security Checks 4 Grocery Items To Buy Now Before Tariffs Raise Prices This Summer The 5 Car Brands Named the Least Reliable of 2025 Sources Today, 'Trump says supporters 'did sign up for' higher costs.' Michael Podolsky, USAFacts, 'Are wages keeping up with inflation?' U.S. Bureau of Labor Statistics, 'Consumer Price Index Summary.' The Conference Board, 'US Consumer Confidence Plunged Again in April.' Melanie Musson, Insurance Nik Agharkar, Crowne Point Tax U.S. Department of the Treasury, 'Monthly Treasury Statement.' Chris Motola, National Business Capital This article originally appeared on Trump Says Voters 'Did Sign Up for' Higher Costs — But Are They Here To Stay? 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Yahoo
30-01-2025
- Business
- Yahoo
Woman struggles to get refund for over 1 year for broken Bed Bath & Beyond bedframe
A Rome woman shipped back a broken bedframe she ordered from Bed Bath & Beyond more than a year ago, and she still hasn't gotten her money back. When we think of Bed Bath & Beyond we think of those coupons with big discounts that would come in the mail for their stores But Bed Bath & Beyond is now an online-only retailer with different ownership and different ways of doing business. [DOWNLOAD: Free WSB-TV News app for alerts as news breaks] Michelle Blum said he turned to a familiar name when she needed a new bedframe for her new home last year. 'My daughter put it together. They slept on it the first night and it broke,' Blum told Channel 2 consumer investigator Justin Gray. That was last spring, and Blum has been fighting to get a refund even though she completed the return last March. 'They came, they picked it up. They took it away. That's the last I see of it,' Blum said. 'If you want to survive on a good name, you're not doing a good job of that.' Bed Bath & Beyond has only a 1.8 rating online. One reviewer had a story similar to Blum's writing: 'I returned an item to BBB. I verified they received it through FedEx. I can't get ahold of anyone who can help me with the refund. Just how do we get our $$ back?' 'We at Pissed Consumer see a sizable increase in reviews related to refunds and return policies because it has changed quite significantly,' said Michael Podolosky, CEO of Bed Bath & Beyond closed all its stores and declared bankruptcy in 2023. The new online-only Bed Bath & Beyond is actually a different company entirely. bought the name and logo. 'The company that purchased the brand was buying it because of the goodwill of the consumers towards the old brand,' Podolosky said. Bed Bath & Beyond told Blum: 'We can only issue the refund if we have confirmation that your item has returned back to the warehouse.' She told Gray that she's repeatedly provided confirmation of the shipment. 'It was sent back to you. If you can't find it, that's your problem. You better sort out your stuff at your workplace of how things are received back,' Blum said. Many of the complaints on Pissed Consumer are about new fees for returns. Gray reached out to Bed Bath & Beyond for comment on this story, but so far has not received a response. Blum also ordered a second bed she said broke immediately with the one Bed Bath & Beyond referred her to the warranty company that also did not refund money. TRENDING STORIES: Passenger jet with 64 aboard collides with Army helicopter while landing at Reagan Airport near DC Accountant by day, rapist by night: Inside the case that led to a 'monster' being convicted Truck spills piles of 'undeliverable' mail on side of I-285 in Cobb County [SIGN UP: WSB-TV Daily Headlines Newsletter]
