Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful ...

Vanessa Salazar of Apopka wanted a larger vehicle to transport her family. She fell in love with the Kia EV9. “We loved it.

Most customer service interactions strive to offer solutions. The issue with that approach is the root cause–what created the problem in the first place–likely has not been changed or eliminated.

There’s a two-word phrase that tends to drive customer service experts, trainers, speakers, and thought leaders crazy, myself included. The phrase is “no problem": Customer: 'Thank you.' ...

In addition to the sound being harmonically dissonant to a customer’s ear, “No problem” is also cognitively dissonant to the Universe because of its misuse in the following two service ...

And the American Customer Satisfaction Index, which analyzes customer satisfaction with more than 400 companies in 47 industries on a scale of 0 to 100, fell to 73.1 in 2022 from 77 in 2018, the ...

Consumer Reports asks, Are you sick of companies giving you bad customer service when you have a problem with billing or product performance? Learn how to get your complaints taken seriously and ...

How do you fix broken customer experience and other business problems? Get to the root cause of the problem — the actual root cause. In my previous CMSWire article, I wrote about whether it’s ...

As Customer Problems Hit a Record High, More People Seek ‘Revenge’ Latest edition of a long-running survey finds that the share of customers who say they had a service or product problem has ...

But four months into her lease, it had a problem. ... Kia EV problem leaves customer frustrated. By Jeff Deal, WFTV.com. July 11, 2025 at 6:13 pm EDT. By Jeff Deal, WFTV.com.