In short, more lines increase worker speed. Researchers at Syracuse University’s Martin J. Whitman School of Management found that employees worked slower when customers waited in one long line than when the employees each had their own line. The reason being because clearing out the

Those emoticons you see above may just be the difference between a happy or angry customer. According to research from Penn State University, people who text chatted with customer service personnel gave higher scores to those who used emoticons in their responses than those who didn&#

The best gift you can give your customers consists of two words: Thank you. According to a new study from Michigan State University (MSU), satisfied customers who were acknowledged by a company president for filling out a satisfaction survey increased their patronage to the business b

Venue managers and tour professionals took over the mics for an IAVM sponsored back-of-house discussion at PollStar 2014. Moderated by Scott Johnson (Greensboro Coliseum, North Carolina), the panel dug into venue selection, day of show dynamics, and what a tour looks for to build conf

I’d like to continue with the narrative I’ve started about knowing yourself and how it makes you a better leader with another story on that topic from Rice University. Researchers there found that conscientious people are more likely to provide good customer service becaus