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 ...

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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 ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

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 ...

Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Hilton's CEO said there's one surefire way to build loyalty with a customer. Christopher Nassetta, the executive who has held the hotel chain's reins since 2007, said solving problems for his guests ...