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 ...

Customer service has been tricky for companies whose services rely on third parties and gig workers. In these cases, the companies don’t control — and can’t manage the quality of — the delivery of ...

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 ...