One of the biggest mistakes companies continue to make today is thinking their service or product is a one-size-fits-all solution. In fact, I find that it’s a persistent problem in my industry. As a ...

Are "100 percent satisfaction" service guarantees too good to be true? After all, mistakes happen and customers sometimes do have complaints and that can't be satisfied. Short answer: They are not too ...

Your schedule does not permit attendance in a synchronous session. Your time zone makes scheduling a synchronous session difficult. Your internet connection is unreliable. You prefer the asynchronous ...

Dealership service departments saw a 14-point jump in its customer satisfaction score in the latest CDK Service Shopper study. The 2,500 customers surveyed by CDK for its annual look at the service ...