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 ...

Christopher Nassetta said solving problems for guests is the key to customer loyalty.Denise Truscello/Getty Images for Resorts World Las Vegas Hilton's CEO said there's one surefire way to build ...

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 ...

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 ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...

Rob De La Espriella is the creator of BlueDragon, a problem-solving system used by the US national laboratories and nuclear facilities. United States businesses are silently hemorrhaging trillions of ...