Anthony Dukes and Yi Zhu’s central argument is deliberately provocative: poor customer service is often not an operational ...

Three in 10 consumers say the company took no action at all in response to their most recent poor customer service experience, a CCW Digital survey found.

Stop the churn caused by bad customer service, which is endemic to many businesses. Here are five secrets for where to look for lapses and how to address them. Consistently deliver personalized, ...