Chick-fil-A feels like a diamond in the rough among fast food, but even a chain with an illustrious reputation isn't without ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

You are trying to reset your password. The page asks for your username. Then your account number. Then a security question ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...

Customer churn—when people stop using your products or services—can be tremendously costly. That's why it's essential for businesses of all types to understand what their churn rate is and to reduce ...

Klarna recently cut 700 customer service jobs, betting AI could absorb the difference. Within a year, customer satisfaction ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...