Customers in any market tend to be cautious about suppliers who prioritize selling over actually solving. In the market I know best—managed networks—businesses are looking to connect their employees ...

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 ...

For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...