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Innovating Service With Chip Bell
Standing in the gate area of Delta Airlines at the Dallas/Fort Worth (DFW) International Airport, I was watching the monitor to learn if my name appeared on the “upgrade to first class” list....
    Editor’s note: This story is part of Map to the Middle Class, a Hechinger Report series looking at the good middle-class jobs of the future and how schools are preparing young people for them. The program had to be a scam. Why would anyone, she wondered, pay her to go to college? Even after...
    Whether you work for a startup or a large company, there have never been so many metrics to help you understand how your business is doing. But I would argue that one metric rules them all: the net promoter score (NPS). NPS represents the willingness of consumers to recommend your product...
    ‘There’s nothing we can do about it.” In a customer service situation, those words are equivalent to “buzz off” (or worse). Here’s what customer service managers, from healthcare to telecommunications, from utilities to gyms, should have tattooed on the inside of their eyelids: Because employees...
    Some of the most celebrated education reform efforts today serve to make instruction more difficult. Personalized learning, project-based learning, mastery-based learning—they all require more work of teachers and more work of students. But several speakers at the LearnLaunch Across Boundaries...

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