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 ...

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 ...

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 ...

The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark ...

Businesses will probably always have customers who want to place their orders by fax. When there are manual tasks involved in processing those orders, they can present a serious problem because ...

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 ...

Freshworks' Mukesh Mirchandani discusses trends, challenges and proven approaches to delivering customer experience in our latest DX Leaders profile. While working at a Wendy’s during his college ...

Knowing what language to use—and what language to never use—when interacting with your customers is a key part of delivering world-class customer service. For me, as a customer service consultant, ...

People are less likely today to make buying decisions based on brand loyalty and more likely to choose a company with great customer service. Customer service is the most important factor influencing ...