We’re the Front Desk, Not the Shipping Department
Shep Hyken shares a shocking example of poor customer service in the hotel industry—and how a new member of staff put things right..
Customer Service Articles
Welcome to our article library where you will find an extensive collection of customer service articles by expert authors.
Customer Onboarding and Its Impact on Satisfaction
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..
10 Steps to Preparing Your Business for GDPR
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..
How Customer Experience Will Develop in the Future
Pansensic leads us into the future to learn how customer service will be driven by developments in the customer experience industry..
How Company Culture Impacts Customer Experience
Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality..
Top 10 Customer Service Greetings
Research has shown that 80% of customers want to be welcomed with a friendly greeting. Here are 10 examples of customer service greetings you can use or adapt to your own style..
10 Ways to Improve the Customer Experience
When your company’s reputation depends on positive feedback your number one goal is to make sure every customer has the best possible experience..
Are You Keeping up with Your Customers?
You may be striving to keep up with the competition, but are you keeping up with the increasing expectations of your customers? Shep Hyken explains..
4 Leadership Secrets to Retain Customers During Disruption
Cindy Solomon reveals how leaders can play a key role in supporting their staff and customers in a crisis..
How Does Live Chat Increase Efficiency While Reducing Costs?
Malene Wessel examines some key features of live chat solutions that can result in better service and reduced costs..
Does AI Mean the End for Contact Centres?
Priya Iyer, Chairman & CEO at Vee24 looks at the the growing trend of AI in the contact centre and how it will affect the customer experience..
Walk a Day in the Shoes of Your Customer Service Staff
The single most effective way to truly engage with staff and customers is to literally do their job with them..
10 Words and Phrases Customers Hate to Hear
Shep Hyken looks at some of the most common words and phrases that are guaranteed to get customers rattled..
How to Use Location Data for a Better Customer Experience
Retailers are facing a customer experience transformation and location data is playing a key role. Learn more in this article by Jon Croy, CMO at Point Inside..
Top 10 Tips for Creating a Successful Customer Survey
Conducting a customer survey isn’t difficult and by using a little creativity together with a great survey maker tool you’ll soon be unearthing some valuable customer insights..
Can Live Chat Improve Customer Satisfaction?
Malene Wessel takes takes a close look at some reasons why live chat can produce a high level of customer satisfaction..
5 Ways Artificial Intelligence Revolutionizes Customer Service
As a vital component in today’s marketplace, learn how AI harnesses the power to revolutionize the customer experience..
Do You Really Provide Great Customer Service?
Are you treating customer service as a necessary add-on to your business? If you are, you will never really provide great service..
The Customer and the Rose: A Valentine’s Day Story
Larry Galler recounts a Valentine’s Day story that conveys an important lesson in customer loyalty..