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Articles on Customer service

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Content moderators like these workers make decisions about online communities based on company dictates. Ilana Panich-Linsman for The Washington Post via Getty Images

Let the community work it out: Throwback to early internet days could fix social media’s crisis of legitimacy

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.
One-third of customers will return to a hacked site without even changing their password, according to a recent study. d3sign/Moment Collection/Getty Images

Fear trumps anger when it comes to data breaches – angry customers vent, but fearful customers don’t come back

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.
Would you decline a free upgrade to first class in order to sit next to a companion in coach? Image Source/DigitalVision Collection/Getty Images

Travelers will refuse an upgrade to sit near a loved one – new research into when people want to share experiences

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.
Tipping reshapes the relationship between workers and their managers, and workers and consumers. In doing so, it has wide-ranging effects on workers. (Shutterstock)

The future of tipping should be driven by Canadians, not businesses

The future of tipping should be defined by Canadians, not businesses seeking to shift responsibility for worker compensation onto consumers.
Companies could soon tailor what they try to sell you based on the mood conveyed by the sound of your voice. CSA-Printstock via Getty Images

Shhhh, they’re listening – inside the coming voice-profiling revolution

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.
Businesses are weighing up the costs of queuing and using innovative ways to do away with queues, or at least make the perceptions of waiting less painful. Michal Parzuchowski/Unsplash

Fed up with always being in the slow queue? That’s why queues are being ‘designed out’

Businesses are weighing up the costs of queuing and using innovative ways to minimise these costs by doing away with queues.
The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark Hodson/Flickr

Customer service staff need to be problem solving not apologising

Traditional customer service is struggling as consumers solve problems online and expect options in person.
Companies with no-tipping policies can affect customer satisfaction. Pra Chid/Shutterstock.com

How the war on tipping harms customers

Some observers say we should eliminate tipping in restaurants because of the negative impact on workers. But how do customers feel about that?
Some restaurant-owners are grappling with abolishing tipping. THE CANADIAN PRESS/Ryan Remiorz

With the holidays upon us, is it time to end tipping?

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?

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