Anthony Dukes and Yi Zhu’s central argument is deliberately provocative: poor customer service is often not an operational ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

Nearly one-third of consumers have stopped doing business with a company in the past year because of poor customer service, ...

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...

PROVO, Utah & SEATTLE--(BUSINESS WIRE)--Nearly all consumers say they were dissatisfied with their experiences as customers in 2021, according to the 2022 Global Consumer Trends report from Qualtrics ...

We have all had horrific customer "support" experiences: AI chatbots that churn out irrelevant responses, a labyrinth of dropdown menus and links that make it hard to connect with a live person, a ...

of the 1,998 travellers surveyed reported experiencing a card, payment, or banking issue abroad in the past two years.

Ensuring great customer service and experiences is definitely vital during the competitive holiday season. But it definitely should not only be a focus once a year. In fact, the stakes are higher than ...

In this case, the “reward” is one you must demand in exchange for putting up with awful customer service. more In a Star-Tribune column, John Ewoldt explains his counterstrategy in the all-too-common ...