Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Around 72% of businesses say that improving customer experience is key to achieving their goals, yet only 63% of marketers have turned to new technology to help them achieve this goal..
Customers will choose 100% satisfaction over “good enough” every time. It’s that tenth of a percentage point that makes the big difference..
Shep Hyken is amazed by the customer service at the Crowne Plaza in Lansing, Michigan. This is what he learned from the experience..
The importance of consistency in building strong customer relationships can’t be overemphasized. Customers want to have confidence that we’ll deliver on our promises every time..
Cathal McGloin, CEO of ServisBOT describes why AI is perfectly poised to help customer service professionals shine..
Cindy Solomon reveals the secrets of amazing customer service – and how you can provide the same “Wow!” experience by following these three simple but powerful steps..
Fatal flaws in customer experience foretell the demise of many companies. Learn to recognize these flaws and put in place a CX strategy that ensures you become a leader not a loser..
Shep Hyken suggests five ways you can compete – and disrupt – your competition by providing unforgettable customer service..
Dan Somers of Warwick Analytics measures the true ‘Cost of Deviation’ from the customer journey..
Here are four ways WFM solutions can help get the best out of your frontline agents and keep your customers satisfied..
Organizations have to constantly work to ensure customer satisfaction trumps company profits. Here are a few ways to ensure your customer satisfaction hits the mark..
In today’s empathy economy companies are increasingly turning to artificial intelligence tools to enable and drive an effective and friendly customer service operation..
Jeff Mowat explains why putting your customer on a pedestal is a mistake and why treating your customer as your equal is a better approach to customer service success..
Malene Wessel reveals which features build trust in live chat and how to find out if your solution is GDPR compliant..
Shep Hyken shares a shocking example of poor customer service in the hotel industry—and how a new member of staff put things right..
One of the most effective ways to satisfy a newly acquired customer is through effective onboarding. Here are some tips on how to get off to good start with your customers..
The General Data Protection Regulation (GDPR) is a new set of rules that will soon be mandated for those businesses dealing with European consumers. Here’s what you need to know..
Pansensic leads us into the future to learn how customer service will be driven by developments in the customer experience industry..
Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality..