To really build customer satisfaction, increase year-over-year growth and improve your brand, you need customer service and support that’s just as hyped as your products and services. If either of ...

Walmart-owned Sam's Club saw a huge jump in this year's customer satisfaction rankings, while Costco's score slipped slightly ...

If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

I would argue that the most important indicator of a brand’s health is customer loyalty. For leaders, building and sustaining strong customer loyalty is the holy grail. Leaders talk a lot about how to ...

This is just one of the stories from our “I’ve Always Wondered” series, where we tackle all of your questions about the world of business, no matter how big or small. Ever wondered if recycling is ...

This article is part of our new editorial package, The Future of Shopping, in which we predict how the retail landscape will be shaped over the next decade. Click here to read more. Piles of unfolded ...

In the first four months of 2023, tech companies laid off over 185,000 employees. Although the data doesn't specify which departments got the ax, my experience in B2B software tells me they're gutting ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...

"The customer is always right" is an adage most people are inherently familiar with, whether or not they have experience working in customer service. Though its usage is ubiquitous, its alleged ...

A chatbot is an artificial intelligence tool designed to simulate real-time conversations with users. It operates around the clock, doesn't require breaks and can manage a high volume of requests ...

Your current research focuses on subscription businesses and the importance of customer capital. What is that, and why is it important for the economy? We often think of firm value as coming from ...