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 ...

CEO Christopher Nassetta said solving a problem for a guest makes them more loyal to a brand than perfect service.

This is an archived article and the information in the article may be outdated. Please look at the time stamp on the story to see when it was last updated. Calling customer service is often a ...

Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking "revenge" for their troubles, a new study has ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s better ...

The report highlights that a significant percentage of churn can be attributed to product-market fit issues or a failure of the product to meet customer expectations. No amount of proactive CS ...

The rebound in summer travel has caused more than the usual amount of headaches for Americans hitting the road. And it’s not just the shortage of flights and rental cars. Consumers are finding it ...

Just about everyone has a story about a customer service experience. Some were so spectacularly good or bad that they take on a life of their own as they are repeated by many people with no connection ...

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 ...

Years ago, I was walking through a parking lot in Mountain View, CA, when I bumped into Scott Cook, the founder of Intuit, the software firm known for such blockbuster financial applications as ...

Opinions expressed by Entrepreneur contributors are their own. Not every customer is ideal. Some are so bad, they can make us wonder why we decided to start our business. Let’s face it — sometimes ...