We’ve developed a new, practical guide for Australians organisations wanting to ask better questions about their diverse customers and employees.
Articles on Customer service
Displaying 21 - 40 of 51 articles
Marketers will soon be able to use AI-assisted vocal analysis to gain insights into shoppers’ inclinations – without people knowing what they’re revealing or how that information is being interpreted.
Ghana’s museums can improve visitor numbers by paying attention to customer satisfaction.
Bad customer service is actually good for companies’ bottom lines.
Businesses are weighing up the costs of queuing and using innovative ways to minimise these costs by doing away with queues.
Traditional customer service is struggling as consumers solve problems online and expect options in person.
Some observers say we should eliminate tipping in restaurants because of the negative impact on workers. But how do customers feel about that?
Restaurant tipping came to North America in the early 20th century and has become well-established here even as the practice is less common in the U.K. and Europe. Is it time to rethink it?
Expect customer service to get worse as artificial intelligence steps in.
Timing your call can be crucial to fend off frustration.
Today’s manifestations of the gig economy are tilted in favour of too few beneficiaries, and are not built to last.
How not to handle it – British Airways have offered up a textbook example of getting almost everything wrong.
A new study shows that restaurateurs would be better off advocating for better public transport access to their precincts rather than for more parking.
But standards of service are so low across the US airline industry that United may well get away with it.
By responding to passenger violence by training staff, airline management fail to address fundamental issues with their low cost profit model.
The extent of Centrelink’s customer service delivery problems is legendary – and it’s been getting worse in recent years.
There are a range of linguistic strategies to build rapport with customers, but using their name is always the fall-back – with detrimental results.
Business Briefing: when robots and customers meet
The Conversation17.8 MB (download)
Customers might prefer digital robots who don't judge for now but physical robots with empathy may be the customer service workers of the future.
The ride-sharing app means different things in different countries. In Karachi and Lahore, it has highlighted economic inequalities.
Business Briefing: being funny with customers
The Conversation16.2 MB (download)
New research shows that humour can relieve tension for employees and increase customer satisfaction, just don't make jokes when it comes to offering apologies!
Top contributors
-
Associate Professor of Quantitative Marketing and Analytics, Binghamton University, State University of New York; Indiana University
-
Assistant Professor, National Yang Ming Chiao Tung University, Taiwan, Griffith University
-
Professor of Food and Beverage Management, Cornell University
-
Senior Lecturer in Management, The University of Melbourne
-
Professor of Marketing and Consumer Behaviour, Queensland University of Technology
-
Professor, Digital Sociology and Social Policy, The University of Queensland
-
Senior Lecturer in Marketing, University of Nottingham
-
Research Associate, Judge Business School, University of Cambridge
-
Professor of Marketing, Case Western Reserve University
-
Associate Head of School (Research), UniSQ School of Business, University of Southern Queensland
-
Research Assistant, Industrial Relations, The University of Melbourne
-
Senior Lecturer in English Language and Applied Linguistics, The Open University
-
Senior Lecturer in Communication, Deakin University
-
Fellow of the Centre for Leadership Studies, University of Exeter
-
Professor of Artificial Intelligence, University of Hertfordshire