Nordstrom's Tire Story: A Legend in Customer Service
In 1975, a Nordstrom employee in Fairbanks, Alaska, refunded a customer for tires the store never sold, highlighting Nordstrom's customer-centric culture and employee empowerment, a story now central to the brand's identity and training.
Nordstrom's Tire Story: A Legend in Customer Service
In 1975, a Nordstrom employee in Fairbanks, Alaska, refunded a customer for tires the store never sold, highlighting Nordstrom's customer-centric culture and employee empowerment, a story now central to the brand's identity and training.
Progress
48% Bias Score
AI Agents Reshape the Digital World: Businesses Face Existential Threat
AI agents are revolutionizing online interactions, bypassing websites and altering advertising, e-commerce, and customer service models, forcing businesses to adapt or risk obsolescence.
AI Agents Reshape the Digital World: Businesses Face Existential Threat
AI agents are revolutionizing online interactions, bypassing websites and altering advertising, e-commerce, and customer service models, forcing businesses to adapt or risk obsolescence.
Progress
56% Bias Score
HMRC Cuts Off 43,690 Customers, Faces Criticism Over Poor Phone Service and Rising Uncollectable Debt
HMRC's phone system cut off 43,690 customers after 70-minute waits in 2023-24 due to high call volume, prompting criticism from MPs over poor service and a £5 billion increase in uncollectable debt; HMRC denies claims of deliberately poor service.
HMRC Cuts Off 43,690 Customers, Faces Criticism Over Poor Phone Service and Rising Uncollectable Debt
HMRC's phone system cut off 43,690 customers after 70-minute waits in 2023-24 due to high call volume, prompting criticism from MPs over poor service and a £5 billion increase in uncollectable debt; HMRC denies claims of deliberately poor service.
Progress
56% Bias Score
British Airways System Outage Causes Passenger Disruption
British Airways' website and app suffered a system outage, preventing online check-in and booking access for passengers, causing widespread frustration; the airline claims flight operations remained unaffected despite the issue.
British Airways System Outage Causes Passenger Disruption
British Airways' website and app suffered a system outage, preventing online check-in and booking access for passengers, causing widespread frustration; the airline claims flight operations remained unaffected despite the issue.
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48% Bias Score
Five Business Myths That Cost You Money
This article dispels five common business myths: repeat customers are loyal, satisfied customers are loyal, only frontline staff need customer service training, loyalty programs create loyalty, and the customer is always right; it emphasizes the importance of genuine customer loyalty over superficia...
Five Business Myths That Cost You Money
This article dispels five common business myths: repeat customers are loyal, satisfied customers are loyal, only frontline staff need customer service training, loyalty programs create loyalty, and the customer is always right; it emphasizes the importance of genuine customer loyalty over superficia...
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12% Bias Score
Poor CX Could Cost Businesses $3.8 Trillion in Lost Sales
Qualtrics' 2025 Consumer Trends Report reveals that poor customer experience (CX) could cost businesses $3.8 trillion in lost sales; service delivery, communication, and employee interactions are major pain points outweighing price concerns; customers give businesses an average of 2.2 chances before...
Poor CX Could Cost Businesses $3.8 Trillion in Lost Sales
Qualtrics' 2025 Consumer Trends Report reveals that poor customer experience (CX) could cost businesses $3.8 trillion in lost sales; service delivery, communication, and employee interactions are major pain points outweighing price concerns; customers give businesses an average of 2.2 chances before...
Progress
40% Bias Score
AI Agents: Transforming Business Operations Through Automation and Enhanced Customer Interaction
AI agents, software that autonomously makes decisions and acts without human input, are rapidly being adopted by businesses to streamline operations, improve customer interactions, and boost efficiency across sectors like e-commerce, marketing, and customer service; three main types are Automation, ...
AI Agents: Transforming Business Operations Through Automation and Enhanced Customer Interaction
AI agents, software that autonomously makes decisions and acts without human input, are rapidly being adopted by businesses to streamline operations, improve customer interactions, and boost efficiency across sectors like e-commerce, marketing, and customer service; three main types are Automation, ...
Progress
40% Bias Score
Lufthansa Invests €200 Million to Improve Service Amidst Delivery Delays
Lufthansa, aiming to become Europe's leading premium airline, is investing €200 million in Frankfurt and Munich airports to improve services and operational efficiency, addressing persistent delays and customer dissatisfaction, while facing aircraft delivery delays from Boeing and Airbus.
Lufthansa Invests €200 Million to Improve Service Amidst Delivery Delays
Lufthansa, aiming to become Europe's leading premium airline, is investing €200 million in Frankfurt and Munich airports to improve services and operational efficiency, addressing persistent delays and customer dissatisfaction, while facing aircraft delivery delays from Boeing and Airbus.
Progress
24% Bias Score
TSB Error Leads to Closure of Santander Accounts
Due to TSB's error in placing three fraudulent markers on RL's name, Santander closed RL's five accounts, causing significant financial issues and the cancellation of a home extension; after eight months and a journalist's intervention, the accounts were reopened, but compensation offered is conside...
TSB Error Leads to Closure of Santander Accounts
Due to TSB's error in placing three fraudulent markers on RL's name, Santander closed RL's five accounts, causing significant financial issues and the cancellation of a home extension; after eight months and a journalist's intervention, the accounts were reopened, but compensation offered is conside...
Progress
44% Bias Score
AI's Transformative Impact on Telecommunications
AI is revolutionizing the telecommunications industry by optimizing network performance through predictive maintenance and real-time issue resolution, enhancing customer service via AI-powered chatbots, and personalizing marketing campaigns based on individual usage patterns, ultimately improving ef...
AI's Transformative Impact on Telecommunications
AI is revolutionizing the telecommunications industry by optimizing network performance through predictive maintenance and real-time issue resolution, enhancing customer service via AI-powered chatbots, and personalizing marketing campaigns based on individual usage patterns, ultimately improving ef...
Progress
40% Bias Score
Morrisons Christmas Delivery Failures Leave Customers with Make-Shift Dinners
Morrisons customers faced Christmas dinner disruptions due to online order delivery failures on December 23rd and 24th, resulting in makeshift meals and unmet expectations, with the supermarket citing "systems issues" and offering limited compensation.
Morrisons Christmas Delivery Failures Leave Customers with Make-Shift Dinners
Morrisons customers faced Christmas dinner disruptions due to online order delivery failures on December 23rd and 24th, resulting in makeshift meals and unmet expectations, with the supermarket citing "systems issues" and offering limited compensation.
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60% Bias Score
British Airways Shows Signs of Recovery Despite Ongoing Challenges
British Airways, after years of struggles, is showing signs of recovery, with a doubling of its parent company's share price and improvements in operational performance, including staff increases and IT investment; however, challenges persist, including occasional IT outages and external factors imp...
British Airways Shows Signs of Recovery Despite Ongoing Challenges
British Airways, after years of struggles, is showing signs of recovery, with a doubling of its parent company's share price and improvements in operational performance, including staff increases and IT investment; however, challenges persist, including occasional IT outages and external factors imp...
Progress
40% Bias Score