Everyone remembers a poor experience. Very few people remember a good one. This stark reality has always resonated with me throughout my career in customer service. It’s a simple truth that shapes how ...

PROVO, Utah & SEATTLE--(BUSINESS WIRE)--Nearly all consumers say they were dissatisfied with their experiences as customers in 2021, according to the 2022 Global Consumer Trends report from Qualtrics ...

PROVO, Utah & SEATTLE--(BUSINESS WIRE)--Bad customer experiences lead directly to lost revenue, as a negative interaction can mean losing customer loyalty and the potential for additional spending in ...

McDonald’s does not succeed because it delights customers. It succeeds because it removes uncertainty.

PROVO, Utah and SEATTLE, Nov. 19, 2024 /PRNewswire/ -- Businesses around the world risk $3.8 trillion in sales due to bad customer experiences - a figure $119 billion higher than last year. New ...

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“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...

Poor customer service can hurt your business. But just how badly might surprise you. Just ask United Airlines. In 2008, musician Dave Caroll and his band Sons of Maxwell were traveling on United ...

According to Fenergo estimates “poor customer experience” is costing financial institutions $10 billion in revenue per year. 36% of financial institutions have lost customers due to inefficient or ...

Customers expect sophisticated and intuitive digital experiences, regardless of industry or company. But the telecom industry (including both internet service and subscription TV service) trails its ...