Chick-fil-A feels like a diamond in the rough among fast food, but even a chain with an illustrious reputation isn't without ...

Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

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 ...

The most valuable data-centric businesses today understand that the game has changed again.

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 ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

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 ...

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 ...