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 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 ...

Asking a customer multiple times what their problem is a fundamental example of customer service agent manual toil that should be replaced with automation, says an executive at a company specializing ...

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 ...

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 ...

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 ...

Churn is often reported as a number, a percentage or a dashboard metric reviewed at the end of the month. But in a subscription business, churn is not just a customer metric. It is a delayed revenue ...

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 ...

Opinions expressed by Entrepreneur contributors are their own. Not every customer is ideal. Some are so bad, they can make us wonder why we decided to start our business. Let’s face it — sometimes ...