I was in the middle of one of those customer service “chats” yesterday when I violated one of my deeply held personal rules. I am moving to a new place, and I had a very simple question: Does my ...

Things didn’t go exactly as planned when we gave three retail businesses a customer feedback system to test for a customer service software buyers’ guide. The goal was to see how the features worked ...

Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...