Bad customer service is actually good for companies' bottom lines.
The recent Aeroplan survey offended many consumers with questions they felt normalized intolerant views. But consumer research has a long history of learning about customers' values.
Coles plans to compete with competitors by moving away from low prices to a focus on other attributes, such as sustainability, local produce and community.
The economics of the money-back guarantee can work in retailers' favour, in certain circumstances.
Timing your call can be crucial to fend off frustration.
Wells Fargo and United Airlines have both been facing an onslaught of negative publicity and will have a tough time restoring trust with their customers. Here's a good place to start.
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 banks could have used their collective bargaining power not only against Apple for Apple Pay but also stall the adoption of mobile payments in Australia.
Customers who make purchases under pressure don't use the usual 10-day cooling-off period given under law, new research finds.
Customers who are angry are more likely to behave unethically, no matter how high the stakes, new research shows.
More supermarkets are starting to stock "phantom brands"- private label products without any reference to the business' brand or logo.
Business Briefing: being funny with customers.
The Conversation16.2 MB (download)
New research shows that humour can relieve tension for employees and increase customer satisfaction, just don't make jokes when it comes to offering apologies!
While some companies get fined £18m, others have learned to "wow" the punters when things go wrong.