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 ...

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 ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at 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 ...

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 ...

Many school districts and policymakers are stepping up efforts to teach students the skills they need to be prepared for the jobs of the future. One big area of focus is STEM. Jobs in science, ...