Viral food critic Keith Lee created social media havoc when he walked out of the Old Lady Gang restaurant without ordering due to allegedly poor customer service. The Old Lady Gang, located on the ...

Forbes contributors publish independent expert analyses and insights. Adrian Swinscoe writes about service and the customer’s experience. This article is more than 4 years old. Four years ago I spoke ...

A video of a 20-year-old Chick-fil-A employee named Jeremiah Murrill enthusiastically taking a customer's order went viral this month. The video has been viewed more than 200,000 times since it was ...

Rare is the company today that does not claim to be “customer-centric”. Anyone unfortunate enough to have sought assistance or redress from big business may quibble. Many interactions with customer ...