Dmytro Lazarchuk is a co-founder and CEO of Relokia with over 8 years of experience in digital marketing and data migration services. It may come as a shock (or not) to learn that some companies ...

Business Journals Leadership Trust is an invite-only network of influential business leaders, executives and entrepreneurs in your community. All of us have been customers of multiple businesses, and ...

Some of the most hated companies in the U.S. are also the most profitable. Much of this consumer resentment may stem from poor customer service. In fact, most Americans have fought with phone menus, ...

In early November, a San Antonio Popeye’s employee and customer were caught on video arguing and throwing trays at each other. The altercation later moved on to a full-blown fist-fight in the parking ...

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 ...

This archived news story is available only for your personal, non-commercial use. Information in the story may be outdated or superseded by additional information. Reading or replaying the story in ...

— -- Hello, Gladys, Many times I print your columns on customer service and give it to business owners who do a poor job at it. It is a growing problem; I haven't noticed a bit of improvement ...

Sixty-four percent of U.S. workers surveyed by consulting firm Eagle Hill said that the employee experience impacts their ability to serve customers. Dissatisfied employees were more than 2.5 times ...

People from underrepresented ethnic and racial groups tend to rate poor customer service less negatively than white people do, according to new peer-reviewed research we co-authored. Many companies in ...

Turning a poor customer experience around continues to be one of the main struggles customer service professionals face daily. When the service experience goes poorly, a company can risk losing that ...