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 ...

I hear this a lot in product meetings: “You know what we need to do?” Before the conversation goes a sentence further, I’ll ask, “What problem are you trying to solve?” If their response is silence or ...

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 ...

The shift to digital-first experiences has put customer service agents under more pressure than ever. With greater complexity comes a growing number of critical incidents that can negatively impact ...

ROCHESTER, N.Y. — Despite a year-long News10NBC Investigation and assurances from the CEO of RG&E that things are turning around, the billing and customer service issues at the utility continue. Over ...

Ongoing customer service issues at the Social Security Administration have finally gotten bad enough that U.S. lawmakers decided to do something about it — but it might be a while before you see any ...

Three of the most budget-friendly airlines in the U.S. generated the highest rate of passenger complaints, an analysis from the U.S. Public Interest Research Group (PIRG) finds. Researchers at PIRG ...

Customer churn—when people stop using your products or services—can be tremendously costly. That's why it's essential for businesses of all types to understand what their churn rate is and to reduce ...

Most people don’t think twice about the equipment that builds the world they move through every day. Freshly striped roads and bridges, newly painted buildings, or toothpaste on a toothbrush simply ...

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 ...