For example, this week I called customer service to address issues with my internet and cell phone — and, hopefully, refund some fees. In both cases, customer service did nothing for me. Despite ...

Co-authored by Nigel Bairstow, Ph.D., and Mark Cario, The Marketing Revolution It's natural for customers to complain, which is an integral part of human nature. Our complaints can be either minor ...

Making a customer complaint is enough of a hassle on its own, but it’s made worse with all the barriers that companies can put in your way—like automated chatbots, unhelpful customer reps, or simply ...

Researchers from Michigan State University, University of South Florida, St. John's University, and American Customer Satisfaction Index (ACSI) published a new paper that analyzes relationships ...

Reviews have become a central part of people's decision-making process. Although many consumers rate objective facts, such as technical specs, make and model, higher than subjective information, it is ...