The high importance of wireless service among consumers raises questions on why regulators are so rushed to impose new taxes, fees and regulations on consumer cell phone bills.
The trick was simple, but it worked. By invoking cheesecake, we were reminded to take a step back and act from a place of calm, not agitation. And the results? Remarkable: happier clients, and two much more relaxed ladies.
Facebook's development team and its millions of users have been in a boxing match since the very beginning. Finally the users are winning.
It’s not just bratty kids who are in danger of finding coal in their stockings this year. Some big-name companies have made the naughty list too. ...
"On the coffee table in front of us was a large arrangement of roses in the shape of the number 23 surrounded by rose petals."
A challenging combination of tighter wallets, new and evolving information channels, and rising customer expectations have created a complex consumer landscape that tests the ability of even the most seasoned chief customer experience officer.
In the beginning you probably asked yourself, "How do I get my website found on Google, Yahoo and Bing?" After hours of research and strategy revision, you've finally got traffic flowing and people are coming to your site now more than ever. But what happens once they get there?
Austin Powers didn't just make us laugh, he had a good point for America's employers. We need to behave much more to increase employee and customer loyalty. We have to out-behave the competition!
People are not leaving home without it. American Express continues to be the best credit card for consumer satisfaction for the sixth straight year, a...
What do we allow or even encourage in our company that might undermine the pride of our people in our company? What can we do to arm our people with rock solid confidence?
Likewise, if competing brands all say they have the lowest price or the best deals, obviously only one claim can be true. The rest are stretching the truth. How do consumers find out who is telling the truth?
Evidently, some airlines are actually enjoyable. Despite a few public relations disasters over the past year, American Airlines and JetBlue ranked...
It's absolutely critical is that you ask yourself this critical question: From a birds-eye view, and across all mediums (from social media to events to face-to-face interactions), how do people experience my organization?
NEW YORK -- Improvements in customer satisfaction at Sprint Nextel Corp. and AT&T Inc. have narrowed differences among the Big 4 wireless carriers to ...
Spending money on advertising alone just doesn't work anymore. You are not the proud owner of your brand; your customers are. Listen to them and do whatever you can to make them happy, and watch your business grow - by leaps and bounds.
New technologies are empowering consumers in new ways. But there still is, and probably always will be, an awful lot of money to be made by banking on customer laziness, limited attention, stupidity and lack of options.
By Alistair Barr (Reuters) - Netflix Inc and Gap Inc were among the worst performers in customer satisfaction among the largest online r...
Today an organization's management either recognizes the need to change or it will watch helplessly as market share and profitability slowly (and in some cases, quickly) disappears.
Making yourself indispensable is a skill that nearly every leader, employee, manager, and team member wants and should have.
The bad news for AT&T keeps on coming. With its acquisition of T-Mobile in jeopardy, the number-two carrier in America was once again given the lowest...
At a time when the economy is so fragile, you would think that store employees would greet consumers with enthusiasm.
Businesses that are looking to grow often consider tried and true strategies. But one area many don't consider nearly enough is customer service. And the evidence shows they could be leaving real money on the table as a result.
Apple's iPhone has won the J.D. Power smartphone customer satisfaction survey for a sixth straight time. The survey ranked Apple smartphones as num...
Pasta and pizza win again! Just days after taking the cake as the world's first- and second-favorite foods, the two Italian-cum-American dishes have l...
NEW YORK — Sprint Nextel Corp., once dead last in customer satisfaction among the Big 4 national wireless carriers, now has the happiest subscri...
