Often times when I go to the Taco Bell in Ithaca, I usually enjoy having a couple of laughs with the person taking my order. That’s all it takes. If we can have a genuine 20 second conversation, ...

Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

A version of this article appeared in the Spring 2017 issue of strategy+business. Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like ...

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Vivek Yadav, an engineering manager from ...

The first expert principle of customer service design is to build a customer experience that works for most of your customers, most of the time. Which is relatively straightforward, since most ...

Indirect customer service includes all of the factors that can affect a customer's impression of your business, such as employee approachability, the design and cleanliness of your business and a ...

In most cases, poor customer experiences are rooted in inefficient or outdated processes and technology — or at times, both. By now, businesses have spearheaded multiple initiatives around customer ...

Join this webinar to explore the hidden opportunities in customer service design and why creating a seamless experience may be the key to consumer duty. How has technology changed and how has this ...