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 ...
Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...
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 ...
Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...
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 ...
Hilton's CEO said there's one surefire way to build loyalty with a customer. Christopher Nassetta, the executive who has held the hotel chain's reins since 2007, said solving problems for his guests ...
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Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...
As part of a special series in Railway Age’s March 2022 issue, 11 North American railroad CEOs address what must be done to grow and gain market share from competing freight transportation modes. Here ...
Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...
Many call center agents grow up in the U.S. and speak perfect English but are regularly subjected to verbal abuse from bigoted Americans because of their accents, Serebryakov says. Despite Garcia ...
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