Lee Davis is a tech analyst who has been covering the document imaging industry for over five years. Currently, Lee is the Associate Director of Software and Scanners at Keypoint Intelligence, where ...

Small businesses are always looking for ways to reduce friction for existing customers. AI-powered automation can help.

In an era where data is everything, understanding the intricacies of customer analytics is essential for businesses looking to stay ahead of the competition. The ability to dissect and use customer ...

The customer is always right. It's the first rule of customer service, one that often means "I'm sorry" is the de facto response if mistakes are made. But a new study published in the Journal of ...

It’s popular for companies to declare they are customer-centric, focused on customer experience, obsessed with the customer, and so on. But, there’s a major disconnect between executive pronouncements ...

While customers may sometimes be wrong, it’s more important to focus on resolving their concerns without making them feel dismissed. Using respectful language and acknowledging the customer’s ...

Your current research focuses on subscription businesses and the importance of customer capital. What is that, and why is it important for the economy? We often think of firm value as coming from ...

Budgets of companies and customers alike have been tightening by the minute, causing many businesses to ramp up their customer acquisition efforts drastically. It's an understandable reaction to tough ...

"The customer is always right" is an adage most people are inherently familiar with, whether or not they have experience working in customer service. Though its usage is ubiquitous, its alleged ...

Every customer your business interacts with has unique needs, tastes, budgets, and more. So, it doesn’t make sense to treat all your customers alike. A marketing campaign that tries to speak to your ...

When reviewing job growth and salary information, it’s important to remember that actual numbers can vary due to many different factors—like years of experience in the role, industry of employment, ...