Customers in any market tend to be cautious about suppliers who prioritize selling over actually solving. In the market I know best—managed networks—businesses are looking to connect their employees ...

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

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 ...

Strategic problem solving is a critical business skill, for both management and front-line workers. For management, a large portion of strategic problem solving involves predicting problems that ...

STAMFORD, Conn.--(BUSINESS WIRE)-- Only 9% of customers report resolving their issues completely via self-service, according to Gartner, Inc. Many companies create more channels for customer service, ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...

The second wave of on-demand companies may be headed towards a big problem. First-wave unicorns have dominated headlines for years, serving as role models for other up-and-coming on-demand companies.

CHICAGO--(BUSINESS WIRE)--WeLearn, a learning solutions and workforce development company, is excited to announce the launch of its newest free consulting service, WeLearnX. WeLearnX is a free ...

NEW YORK — Designer brands still have a ways to go before they please the country’s wealthiest shoppers. Despite consumers’ growing expectation of a pleasing experience when they shop for apparel, ...