Solving customer complaints at first contact means better customer satisfaction and retention. That is the goal, but how do you get there? What steps can you take to improve your first-touch ...

Churn is often reported as a number, a percentage or a dashboard metric reviewed at the end of the month. But in a subscription business, churn is not just a customer metric. It is a delayed revenue ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...

The report highlights that a significant percentage of churn can be attributed to product-market fit issues or a failure of the product to meet customer expectations. No amount of proactive CS ...

I have a favorite customer service anecdote that I’ve been using in most of my workshops for many years. Some may even say that I need a new story! However, the reason I stick with this story is ...

The software company NICE launched Enlighten AI to improve customer service and clients' efficiency. Enlighten AI decreases the workload for representatives and enhances customer interactions. This ...

Loyal customers can be tough to find. So why do some companies run them off with crappy customer service? Often because the employees who care have no authority to fix problems, and those with the ...

Chipotle has struggled in recent years. Following jaw-dropping growth that transformed the regional fast-casual restaurant into a national powerhouse, controversy over pricing and portion sizes, as ...

MHT President Kelly Dier and the Marmon Highway Technologies road show trailer — pulled by a now-rare Marmon tractor. When the black-and-yellow, pointy-tailed Marmon Wasp won the first Indy 500 race ...

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When I stepped into the role of CEO at BeyondTrust, the pressure to continue accelerating innovation was immense. It’s a common challenge for leaders today, especially in a fast-paced field like ...