Customers in any market tend to be cautious about suppliers who prioritize selling over actually solving. In the market I know best—managed networks—businesses are looking to connect their employees ...

Companies in every industry continuously generate and acquire growing amounts of data every day. This data provides invaluable insight into understanding your customers' needs, which enables you to ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...

Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...

Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

Whether in the consumer world or in industry, it’s become increasingly important for manufacturers to sell not just products, but services as well. Industrial machine builders, and even system ...