In the days of online bulletin board systems, community members decided what was acceptable. Reviving that approach to content moderation offers Big Tech a path to legitimacy as public spaces.
Companies tend to focus on appeasing angry customers after a data breach. New research shows they may want to pay more attention to customers who are afraid to return to their site.
New research on our desire to create shared memories with the people we care about offers insights for companies that want to improve their customer service.
Decreased patience and heightened emotions have created a cycle of frustration, with rude customers having abrupt interactions with stressed out service workers.
We often talk about ‘emotional labour’ as performed by those who take on the emotional workload within families or relationships. But the term has a specific meaning – and that’s not what it is.
The Tim Hortons consumer app was found to have collected detailed user information, including location data. As a privacy violation, this challenges perception of Tim Hortons as a trusted brand.
One person out of three does not dare to turn to the supplier in case of problems. Feeling of shame, as well as doubts about the ability of the person they are dealing explain that figure.
Marketers will soon be able to use AI-assisted vocal analysis to gain insights into shoppers’ inclinations – without people knowing what they’re revealing or how that information is being interpreted.