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 ...

A problem doesn't last a lifetime. But how you deal with it can make it linger for years without resolution. In my studies about the topic, I've identified that, in addition to everything that ...

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

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 ...

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 ...

Five steps to ensure that you don’t jump to solutions by Julia Binder and Michael D. Watkins When business leaders confront complex problems, there’s a powerful impulse to dive right into “solving” ...

EXPLAINS, YOU ARE NOT ALONE FOLKS. IT’S CALLED THE NATIONAL CUSTOMER RAGE SURVEY AND THE LATEST EDITION OF THIS SURVEY SHOWS THAT MORE AMERICANS ARE NOT ONLY HAVING PROBLEMS WITH PRODUCTS AND SERVICES ...