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Confession time. Whenever I have to call customer service, I always cringe, waiting for that dreaded phone tree before I ever get to talk to a person. Even modern AI-driven phone trees with the polite voice asking “I think you said…” takes forever to navigate.

For decades, the conventional wisdom has touted this stat: 80% of consumer spending occurs within 20 miles of home. We've cited that stat before, as have...

Last week, we released the article Superior Customer Service: Your Loyalty Program’s Secret Weapon. In it, we discussed the importance of customer service to...

I live in a small town and our only shoe store, Payless Shoes, recently went out of business. And while their liquidation sales were awesome – $2 per pair boys...