However beautiful the strategy, you should occasionally look at the results.
Research consistently demonstrates that consumers still prefer speaking with people when problems become even moderately complex. A 2025 survey found that 93% of Americans prefer interacting with a human representative over …
Why Consumers Prefer Human Interaction Over AI in Customer Service Read More
Customer frustration with automated service systems is reaching a breaking point, forcing automation to convey indifference that undermines brand loyalty. The hidden costs of automation include lost customers, negative word …
Why Your Chatbot Is Driving Customers Away Read More
Brands constantly look for ways to streamline costs. Often, they’ll cut corners in areas they believe are non-essential. However, customer service is one vital area where shortcuts can ruin a …
The One Investment Brands Can’t Afford to Cut: Stellar Customer Service Read More
There is a huge problem with brands and customer service. The problem stems from the fact that, no matter what they pay, most of their employees don’t care about their …
Why customer service is killing brands Read More