Companies in every industry continuously generate and acquire growing amounts of data every day. This data provides invaluable insight into understanding your customers' needs, which enables you to ...

Move over Sam Spade—chatbots are the new customer service super sleuths. Like in any good detective novel, it happened when I least expected it. I went to a website and was disappointed when they didn ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

You dropped your car off for service at the dealership and hours later, you have no idea about its prognosis or when the work might be complete. These frustrations a consumer might have during the ...

Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...

Whether in the consumer world or in industry, it’s become increasingly important for manufacturers to sell not just products, but services as well. Industrial machine builders, and even system ...