Opinions expressed by Digital Journal contributors are their own. “The solutions we have today will soon not be enough to provide unparalleled customer satisfaction. Information technology continues ...

Too many companies launch new products or services without a process for deeply understanding what their customers truly need. They make assumptions, rely on limited feedback, or develop ideas based ...

Psychology suggests that people who dislike talking to customer service are not necessarily impatient, rude, or antisocial.

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

The days of routine query handling in the call center are coming to an end. The next step is to operate the call center as a problem solving unit using network judgment techniques. Some years ago when ...

Opinions expressed by Entrepreneur contributors are their own. If you find problem-solving to be energizing, you could be the next great entrepreneur. On the other hand, if facing unforeseen problems ...

Problem solving is a full-time task in business. Whether you own the business, or have only a small role in daily operations, making decisions and solving problems is a key part of your job. The most ...

CEO Christopher Nassetta said solving a problem for a guest makes them more loyal to a brand than perfect service.

How would you describe your company’s problem-solving culture? I have asked any number of managers that question; as often as not, it’s received with a blank stare. Most managers haven’t thought about ...