Anthony Dukes receives funding from the Marketing Science Institute. Yi Zhu receives funding from the Marketing Science Institute and 3M Non-Tenured Faculty Grant. Some of the most hated companies in ...

The best, most iconic businesses seem to be obsessed with fostering a positive customer experience. They scrutinize every aspect of their businesses—from employee training to brick-and-mortar ...

If you’re managing your company’s customer service, you most likely believe you’re providing customers with good service. In fact, statistics show that 80% of businesses think they provide superior ...

ROCHESTER, N.Y. (WHEC) — Do you feel like you’re getting really bad customer service? You’re not alone. That’s according to a new report called the American Customer Satisfaction Index. And it’s ...

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Customer service in travel is at an all-time low. The Department of Transportation received a record number of complaints last year. You can manage bad service by questioning your loyalties, ...

The customer experience has taken a nosedive in recent years, and many people are so angered by poor customer service they are seeking revenge. A new study found that consumer complaints are up, and ...

COLUMBIA, S.C. - Yesterday we celebrate the companies with the best customer service. Today, it's the worst. First off and most importantly I want to stress that while this piece is highly subjective ...

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If someone were to ask me how important is customer service in today’s digital day and age, I’d argue it’s more important than ever. And I’m not going on a limb when I say that—83% of consumers agree ...

Sign up for the On Point newsletter here. When the digital gadgets and online services our lives are built around don’t work –welcome to the nightmare that is ...