You've just finished a long day, scrolling through your phone for dinner options. The convenience of food delivery apps seems ...

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 ...

The company is facing another incident of customers complaining about leggings being too transparent when bending.

Forbes contributors publish independent expert analyses and insights. I write about branding, trends, creativity and disruptive businesses. Pitching ideas is easy. Finding big problems in large ...

Transparency matters most. Clear communication about AI capabilities and limitations prevents frustration and encourages stronger customer relationships. Utility drives impact. AI solutions focused on ...

The current era of efficiency and optimization has ushered in AI assistants and automation to help get the job done faster. While these tools undoubtedly accelerate performance, companies should not ...

Hilton's CEO, Christopher Nassetta, said he's not afraid of customers with problems. He said solving customers' problems makes them more loyal to a brand, rather than perfect service. Hilton has over ...

Strengthen your customer relationships by addressing these eight key customer experience failures.

Customer anger and the number of online customer confrontations with businesses are on the rise, and as a result of poor complaint handling, businesses are putting billion in revenue at risk, ...

Three of the most budget-friendly airlines in the U.S. generated the highest rate of passenger complaints, an analysis from the U.S. Public Interest Research Group (PIRG) finds. Researchers at PIRG ...

Innovation starts with understanding your customer. This simple framework helps uncover real problems and engineer meaningful solutions. Too many companies launch new products or services without a ...