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 ...

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 ...

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 ...

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 ...

ROCHESTER, N.Y. — Despite a year-long News10NBC Investigation and assurances from the CEO of RG&E that things are turning around, the billing and customer service issues at the utility continue. Over ...

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 ...

Three of the most budget-friendly airlines in the U.S. generated the highest rate of passenger complaints, an analysis from the U.S. Public Interest Research Group (PIRG) finds. Researchers at PIRG ...

Ongoing customer service issues at the Social Security Administration have finally gotten bad enough that U.S. lawmakers decided to do something about it — but it might be a while before you see any ...

You're currently following this author! Want to unfollow? Unsubscribe via the link in your email. Hilton's CEO said there's one surefire way to build loyalty with a customer. Christopher Nassetta, the ...

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 ...