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 ...

Three in 10 consumers say the company took no action at all in response to their most recent poor customer service experience, a CCW Digital survey found.

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, ...

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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 ...

The United States is in a data quality crisis. This impacts everything, from productivity to AI. Here I’ll focus on the impact of bad data on customer service, which is also in crisis. I recently got ...

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 ...

Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. With over a decade and a half of experience in the customer ...

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 ...