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 ...

Tipping has evolved from a hospitality tradition into a widespread expectation across many service sectors, including ...

Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...

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 ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

I was recently reminded how important customer service and simply caring about the customer is for any business. My husband and I had our first child in November, and as parents do, we’ve purchased a ...

The rise of the CXO hasn’t fixed customer experience. It’s masked the real problem: ownership without execution.

McDonald's is one of the most popular restaurants in the world, but the company has been witnessing a troubling shift in customer behavior lately as the economy strains many of its customers, forcing ...

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 ...