customer service

Is Online Banking Right for You?

Online banking may be a growing trend, but that doesn't mean it's right for everyone. Here are the pros and cons of keeping your cash in a traditional versus online bank.

Market Minute: Nordstrom 4th-Quarter Net Income Rises

Luxury spending has rebounded since 2009, but Nordstrom is grappling with new demands from shoppers armed with smartphones and tablets. That's pushing the department store, considered the gold standard in customer service, to redefine the term for a new era.

In Defense of Online Shopping (Delia Ephron, Listen Up)

Screenwriter Delia Ephron did not have a merry online Christmas shopping experience at J. Crew. But rather than complain about the company's customer service, she turned an op-ed column in the New York Times into a wide-ranging indictment of online shopping itself. Here's why she's wrong.

Struggling Best Buy Deletes Email Option From Customer Service

Best Buy is in a tailspin, but its new CEO, Hubert Joly, has been touting a plan to revitalize the consumer electronics retailer's fortunes through an emphasis on great customer service. So why, we wondered, did it just eliminate one of its customer service contact options?

9 Questions to Ask to See If Your Bank Is Right for You

The end of the year is a good time to give your financial life a once-over and see what changes need to be made. One item not to forget in that review: your bank. Answering these questions will help you determine whether your money is in the right place, or if it's time for a strategic withdrawal.

The Downside of Credit Unions

Credit union membership is at an all-time high, thanks to our rising disillusionment with traditional banks. Banks, after all, are run by executives aiming to enrich stockholders, while credit unions are owned by, and run for the benefit of, their members. But that doesn't mean credit unions are right for everyone.

The Customer Isn't Always Right, Especially When He's Complaining

When it comes to customer service disputes, there's an old adage in the retail industry: The customer is always right. Of course, the customer is very frequently in the wrong, and unfortunately for put-upon customer service reps, new research suggests that consumers complain the most when they know they're wrong.

Analyst Dumps Wells Fargo for Bad Service, Rates Stock a Buy

When influential bank analyst Richard X. Bove got fed up with Wells Fargo as a customer, he moved his money over to Chase, then turned the experience into a research note. His startling conclusion: "[T]he service is so bad, and yet the company is so good."

Why China Doesn't Like Barbie, Best Buy or DIY

U.S. companies see China as a market of near limitless potential, but plenty of big names have learned the hard way that the American way doesn't always sell in Shanghai. From Mattel to Home Depot, here are some notable attempts that got lost in translation.

Money, We Need to Talk: Investors Demand More Broker Contact

Good communication is key in determining how pleased clients are with their brokers, and there has been a dip in satisfaction. But its not because advisers are communicating less with their clients than they did before the recession. Actually, it's quite the opposite.

The Post Office's Plan: Worse Service, Higher Prices

The USPS is still running in the red, and facing an $18.2 billion annual deficit as early as 2015, The Postal Service's solution in a nutshell: Give customers worse service, and charge them more for it. Where have we heard this before? (Hint: the airline industry.)

Is Corporate America Too Focused on Profit Margins?

I recently penned a column pointing out that when America "lost" the TV manufacturing industry to Japan, it wasn't necessarily a bad thing, because the business has become a low-margin money loser. A lot of readers disagreed.

Remember Customer Service? Me Neither

Forbes contributor Larry Downes predicts that Best Buy will eventually go out of business, based solely on one thing: lousy customer service. Ann Brenoff will take that prediction and raise him one: She thinks there are lots of retail companies on track to go bust for the same reason.

The Year's Worst of the Worst in Online Merchants

The whole concept of online commerce hinges on convenience, particularly during the frantic holiday shopping season. Unfortunately, some well-known Web merchants left consumers seriously dissatisfied in the past year.

The Bigger the Bank, the Worse the Customer Service

The biggest bank in America isn't the one you might think: JPMorgan Chase recently knocked longtime rival Bank of America out of the top spot. But is bigger better? Not when it comes to customer service.