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 ...
Recently, I was reading a Salesforce white paper on the customer service expectations of millennials and Gen Z. The data mentioned how "67% of millennials have to re-explain their information while ...
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 ...
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 ...
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Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...
Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...
Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...
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