We've developed a new, practical guide for Australians organisations wanting to ask better questions about their diverse customers and employees.
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.
Ghana's museums can improve visitor numbers by paying attention to customer satisfaction.
Bad customer service is actually good for companies' bottom lines.
Businesses are weighing up the costs of queuing and using innovative ways to minimise these costs by doing away with queues.
Traditional customer service is struggling as consumers solve problems online and expect options in person.
Some observers say we should eliminate tipping in restaurants because of the negative impact on workers. But how do customers feel about that?
Restaurant tipping came to North America in the early 20th century and has become well-established here even as the practice is less common in the U.K. and Europe. Is it time to rethink it?
Expect customer service to get worse as artificial intelligence steps in.
Today's manifestations of the gig economy are tilted in favour of too few beneficiaries, and are not built to last.
How not to handle it – British Airways have offered up a textbook example of getting almost everything wrong.
A new study shows that restaurateurs would be better off advocating for better public transport access to their precincts rather than for more parking.
But standards of service are so low across the US airline industry that United may well get away with it.
By responding to passenger violence by training staff, airline management fail to address fundamental issues with their low cost profit model.
The extent of Centrelink’s customer service delivery problems is legendary – and it's been getting worse in recent years.
There are a range of linguistic strategies to build rapport with customers, but using their name is always the fall-back – with detrimental results.
Business Briefing: when robots and customers meet
The Conversation17.8 MB (download)
Customers might prefer digital robots who don't judge for now but physical robots with empathy may be the customer service workers of the future.
The ride-sharing app means different things in different countries. In Karachi and Lahore, it has highlighted economic inequalities.
Access to justice is still deeply unequal when it comes to low level disputes over bad service or faulty goods.
Phone trees drive you mad? Just want to talk to an actual person? You aren't alone – despite the fact that most customer service journeys begin with automated interactive voice response systems.