Forbes contributors publish independent expert analyses and insights. I write about branding, trends, creativity and disruptive businesses. Pitching ideas is easy. Finding big problems in large ...

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 ...

As customers demand ever faster, smoother service, traditional IT systems cannot keep pace. Autonomous CRMs offer a way ...

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 ...

McDonald's is one of the most popular restaurants in the world, but the company has been witnessing a troubling shift in customer behavior lately as the economy strains many of its customers, forcing ...

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 ...

After recently suffering a startling loss, Verizon (VZ) is quietly planning to pull a lever that customers have historically despised. Currently, Verizon is battling a fleeing customer problem that ...

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