Customers in any market tend to be cautious about suppliers who prioritize selling over actually solving. In the market I know best—managed networks—businesses are looking to connect their employees ...

Problem-solving skills are at the top of everybody’s list of what makes for a great leader. The mindset is that if you can solve problems, you’re going to go far. But in reality, only people who solve ...

Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...

A couple of months back, the DSL at my house fizzled over a weekend, with service sporadic to none. On a Sunday, I called Verizon tech support, and the customer service technician walked me through ...

The study examined more than 100 interactions and found that when airline staff were effusive in their apologies it actually diminished their ability to be efficient problem solvers. Mark ...

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 ...