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 ...

During the recent government shutdown, U.S. banks and credit unions waived late fees, suspended loan payments and made small loans to help customers get by. The response was customer-centric: Banks ...

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Customers are good at troubleshooting the small stuff and research shows when they come to customer service staff they expect complex problem solving, options or answers - not apologies. My research ...

The notion of making money solving problems in business has a couple common interpretations. Directly, you can earn revenue solving problems by operating a consulting business. More indirectly, many ...

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 ...

Business owners who are great problem solvers within any business are the best prepared to solve their customers’ needs effectively as well. In fact, every business is about solutions to customer ...

Skilled agents often juggle billing systems, shipping partners, and CRMs at lightning speed, revealing common patterns in ...

As part of a special series in Railway Age’s March 2022 issue, 11 North American railroad CEOs address what must be done to grow and gain market share from competing freight transportation modes. Here ...