Customer Care Features

Elizabeth Gasiorowski Denis's picture
Elizabeth Gasiorowski Denis
Have you ever tried switching bank accounts online, only to end up feeling confused by the technology? If so, you’ve been a vulnerable consumer. Consumer vulnerability is fluid and dynamic, and we...
Tamara Sheldon's picture
Tamara Sheldon
As an environmentalist who totes kids around town, I would love to buy an electric car. But here in South Carolina, the cheapest electric vehicles (EVs) are at least three times as expensive as my...
Kate Zabriskie's picture
Kate Zabriskie
‘They’re here, but they’re not here. My staff isn’t committed, and it’s obvious to me and our customers. We’re in trouble.” “To say that initiative is lacking is an understatement. My staff doesn’t...
Kevin Ketels's picture
Kevin Ketels
The conditions that led to a shortage of baby formula were set in motion long before the February 2022 closure of the Similac factory tipped the U.S. into a crisis. Retailers nationwide reported...
Katarina Bennich's picture
Katarina Bennich
Ever found yourself hitting the wrong button and then flipping through the manual in a frenzy, trying to figure out how to get that thing to stop doing what it’s doing? If your answer is yes, you’ve...
Lisa Apolinski's picture
Lisa Apolinski
The pandemic arrived and brought with it many new and surprising changes in how companies do business. One of the most interesting, and most impactful, changes for organizations has been how...
Knowledge at Wharton's picture
Knowledge at Wharton
More than a half-million healthcare workers in the United States have quit their jobs in recent months, driven to the breaking point by the Covid-19 pandemic. But greater use of technology could help...
Sowmya Juttukonda's picture
Sowmya Juttukonda
By 2035, artificial intelligence (AI) is expected to increase business productivity by up to 40 percent. It’s already a part of people’s daily lives and its use is only expected to increase to solve...
William A. Levinson's picture
William A. Levinson
Ryan Day1 describes how the rise of independent auto dealers is a “gray swan” event for the automobile industry. This was not only bound to happen, as observed by the author, but also long overdue....
Bill Kalmar's picture
Bill Kalmar
For years, when I was the director of the Michigan Quality Council during Gov. John Engler’s administration, we reviewed businesses across the state and looked for world-class service. What we found...
NIST's picture
NIST
As a step toward improving our ability to identify and manage the harmful effects of bias in artificial intelligence (AI) systems, researchers at the National Institute of Standards and Technology (...
NIST's picture
NIST
Whether it’s bananas, olives, potato salad, or cereal, many products are priced according to their weight. That weight is likely determined on a scale tested and certified by a specially trained...
Adam Zewe's picture
Adam Zewe
Multiple programs running on the same computer may not be able to directly access each other’s hidden information. But because they share the same memory hardware, their secrets could be stolen by a...
Adriana Lynch's picture
Adriana Lynch
If there’s anything the last decade has taught us—and the Covid-19 pandemic has punctuated in grand fashion—it’s that businesses must get digital or they may become invisible. Branding, formerly an...
Ryan E. Day's picture
Ryan E. Day
Chickens come home to roost, and canaries meet their demise in coal mines. But hey, we knew there was a high probability of each happening eventually, right? However, when a black swan shows up with...
Innovating Service With Chip Bell's picture
Innovating Service With Chip Bell
It all started when we drove up to the speaker menu at a quick-service restaurant. “Can I take your order?” the attendant coldly barked. When my wife, on hearing the deep voice of the attendant,...
Josh Wilson's picture
Josh Wilson
Paraphrasing Winston Churchill, Rahm Emanuel, a former White House chief of staff and Chicago mayor, famously quipped that you never want a serious crisis to go to waste. Few of us will face the...
James Wells's picture
James Wells
The ISO 9001 standard talks about the relationship between the company and the customer in a couple of places. First is management’s responsibility to make sure that customers’ needs are a top...
Henrik Hulgaard's picture
Henrik Hulgaard
As customer demands for more customization and choice increase, the complexity of products and associated product design, manufacturing, and sales processes also increase. Product life cycles are...
Gleb Tsipursky's picture
Gleb Tsipursky
Any association would love a member-retention rate of 75 percent. Unfortunately, according to a 2017 report cited in the American Society of Association Executives (ASAE) publication, ...