And 43% said they raised their voice to a customer service representative to show displeasure about their most serious problem, up from 35% in 2017, the most recent previous time the question was ...

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 ...

This approach can leave out an important ingredient: a deep understanding of what problem the brand is solving for the customer – the HCP or patient. "As brand builders, we are interested in the ...

You can have lots of different functional leaders who grew up in and have expertise in their function — but when you're solving customer problems, you're solving operational problems.

I assumed the problem would be resolved in an hour ... or a mix-up at the IRS—all we can really do is go online for a customer-service number and cross our fingers that, by some miracle, ...

There was just one problem: The IRS didn’t have enough desks to seat them all. And so, many customer service workers learned Sunday that they would not have to return to the office on Monday ...

Illustration: Jon Krause Americans are encountering more problems with companies’ products and services than ever before, and a higher proportion of them are actively seeking “revenge” for ...