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 ...

Chatbots aren’t cool, and their usefulness is debatable. Here’s how we can do better with AI than a chatbot. The Fast Company Executive Board is a private, fee-based network of influential leaders, ...

The new Gemini-fueled Verizon chatbot will still let customers talk to a real human upon request. The new Gemini-fueled Verizon chatbot will still let customers talk to a real human upon request. is ...

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” ...

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 ...

Business owners who are great problem solvers within any business are the best prepared to solve their customers’ needs effectively as well. In fact, every business is about solutions to customer ...

We all understand why companies want to offload their customer service to bots and hard-to-find remote “representatives” distributed all over the world: it saves money. The last resort of customer ...

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 ...

Oh, the lengths some people will go to get better customer service. Like recording phone calls with a customer service agent. Robert Grunfeld, who had a ticket on a United Airlines flight from Newark, ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

I recently participated in a brand-building exercise with Rory Vaden, the co-founder of Brand Builders Group. While he works with thought leaders and executives on their personal brands, his concepts ...