Second opinions help when they foster honest and supportive communication, enabling consumers to reach an informed decision.
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.
Tipping seems to be more coercive and less tied to service quality these days.
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.
New research found that Black and Hispanic people tended to give banks a pass for poor 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.
The future of tipping should be defined by Canadians, not businesses seeking to shift responsibility for worker compensation onto consumers.
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.
New research puts the spotlight on how customers deal with chatbots and suggests ways to improve these sometimes frustrating experiences.
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?