Customer Care
How do you treat signs when you’re driving your car? Are you a strict rule follower? Does a stop sign cause you to come to a full stop, or a rolling stop, or no stop at all if you see no traffic? What about that intersection you go through every day, where you never see a car approaching from…
Modern-day security breaches, such as the SolarWinds or T-Mobile attacks, aren’t one-off events; they are prime examples of how someone can steal your organization’s credentials and use them to gain illegitimate privileged access to sensitive assets. Data breaches happen daily, and in too many…
More and more companies in the manufacturing industry admit that providing great customer experience is vital to their business success. 41% of respondents to the “2024 State of Manufacturing Report” by Fictiv consider enhancing customer experience (CX) one of their top three priorities for this…
‘Clinician burnout is a critical issue to understand and address,” says Mohsen Bayati, a professor of operations, information, and technology at Stanford Graduate School of Business. The condition is thought to affect nearly half of all U.S. doctors, at a cost of about $4.6 billion annually due…
Cybersecurity has become increasingly critical in the digital age as organizations across all sectors face growing threats from cybercriminals.
Imagine that hackers breached a small healthcare practice through “phishing”—sending a scam email and gaining access to sensitive patient…
I’ve been speaking and writing about customer service since January 1980, and there is only a handful of companies that have been relentless and kept their focus on incredible customer service. The pandemic gave most firms an excuse to say, “To hell with the customer.”
Costco is…