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Companies rely on metrics to explain how well their customer service is performing. In theory, this orients the whole company—from product developers to HR to customers—around key goals. Companies are also jumping on the latest trends in business intelligence, big data, machine learning, and AI. They’re processing insane quantities of…

A lot has changed over the past year, not least the ways in which we communicate. Since the impact of COVID-19, the use of personal video conferencing has surged in our daily lives. The amount of purchases we make online has inflated, too. So when these two factors are coupled…

In a week that included both the Martin Luther King, Jr. holiday -- celebrated as the National Day of Service -- and a presidential inauguration, the value of service has been highlighted even more than usual. The service of our national leaders, those who keep us safe, and those who…

Every business's goal is to develop an unshakeable customer relationship that defines the best possible customer experience (CX) and represents a customer journey that's second to none. Getting there requires great customer relationship management that must account for such things as: Understanding the essence of CX for developing a solid…

Why care? Organizations spend billions of dollars every year on digital technology apps that accumulate, dissect, and evaluate the Big Data around markets that involve customer experiences (CX), customer journeys, and customer journey mapping. Thrown into the mix are market segmentation and its numerous versions (i.e., demographic, psychographic, etc.), converging…

What are customer service skills? Every business today that’s into making the customer experience (CX) as perfect as possible, cannot ignore customer service. It's inescapable as an operational division and reference for so many touchpoints in the CX journey. When you want to return goods or inquire about a promotion,…

What is a customer touchpoint? Imagine this—you leave by car from your home in Boca Raton. Your destination? A hotel in Miami 50 miles away. You stop off at two service stations along the way for gas and refreshments. Once in the city, you visit the zoo, the beach, attend…

If the C-suite asked to see your customer experience strategy, what would you share? Do you have a cohesive game plan, or do you have a bunch of mismatched spreadsheets from various customer touch points? If this thought brings panic, don’t worry—not everyone really has a customer experience strategy. Econsultancy…

Today, more businesses are allocating resources to improve customer experience. And rightly so. In Statista’s 2018 survey among U.S. customers, 44 percent of respondents stopped doing business with a company because of poor client support. And according to NewVoiceMedia’s 2018 Serial Switchers report, poor customer support is costing companies $75 billion annually.…

Everywhere you look, you'll find a radical shift in the way brands are communicating with their customers. Fundamentally speaking, the communication tone, business strategy, and user experience have evolved from being "Product- & Feature-centric" to being "Customer-first." Here's why: According to Forbes, "Brands that have superior customer experience bring in 5.7…

How Legacy CX Metrics May Be Ruining Your Customer Experience

Why Video Customer Service Will Boom in 2021

Think small: Valuing service in the new normal

How many different ways can you look at customer relationships?

The Best Ways to Collect Customer Feedback

Customer Service Skills in 2020 and Beyond

How do customer touchpoints drive marketing strategies in a competitive environment?

Do You (Really) Have a Customer Experience Strategy?

The Benefits of Providing Multilingual Customer Service

How to Make Your Customer Communication More Humane