Consistency is at the heart of successful businesses that place customer satisfaction as a priority. Consumers expect a consistent experience across all brand interactions, whether online, in-store or ...

Marketing a service differs from promoting a tangible product because consumers often need to be educated about a service. Service marketing often requires more explanation as to why the customer ...

Customer service is one of the most critical functions of any company. In short, when you go above and beyond for your customers and treat them as people and not just a number, it shows. Moreover, it ...

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 ...

Do you remember a time when, as a student, you thought you absolutely nailed the test, but then you failed it? This may have been the case for many companies that lost clients in 2021. In fact, about ...

Many companies have successfully transformed their manufacturing, R&D, and other business functions, improving their performance while stripping out cost. Yet far fewer have optimized their service ...

Service as a Strategy A Guide for Public Agencies At a time when resources are limited and civic groups and public sector agencies need innovative approaches to meet community needs, national and ...

After years of console domination, we’re starting to see cracks in the PlayStation brand as it tries to brute force its way towards live-service supremacy. There’s no clearer example of this than the ...

The New South Wales government on Thursday released a refreshed cybersecurity strategy, labelling it as an important foundation in its mission to be a leader in digital initiatives and customer ...