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 ...

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 ...

As customers demand ever faster, smoother service, traditional IT systems cannot keep pace. Autonomous CRMs offer a way ...

The human brain doesn’t remember everything verbatim. It remembers meaning. Patterns. Emotional weight. That’s the standard ...

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 ...

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 ...

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After recently suffering a startling loss, Verizon (VZ) is quietly planning to pull a lever that customers have historically despised. Currently, Verizon is battling a fleeing customer problem that ...

When a Microsoft customer service agent like Azure support escalation engineer Michael Simons takes a case out of his queue, he never knows what kind of inquiry will appear in his chat window. Will it ...

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