The Financial Imperative of Best in Class Service
Creating self-improving customer service operations that drive long-term revenue through customer retention and repeat business..
5 Habits of Highly Customer Focused Companies
In the quest to improve customer experience and loyalty, it’s helpful to consider the ‘cultural habits’ of successful service organizations..
Customer Service: The Good, the Bad and the Ugly
A compilation of all-time favourite instances of good, bad and ugly customer service to help you learn the dos, and don’ts..
CEM in Telecoms Global Summit Launches 2017 Agenda
CX network in partnership with Telecoms IQ are extremely excited to announce that the agenda for CEM in Telecoms Global Summit 2017 is now available to download!
It Takes a Versatile Marketer to Thrive in an Age of Agile Marketing
In the rapidly-evolving world of digital marketing the job itself has undergone a dramatic transformation from pre-digital days..
What Motivates Government to Provide Better Customer Service?
For the most part, government has no competition. Have a great idea and need a patent? You’ll need to submit it to the U.S. Patent & Trade Office. Remodeling your home? You’ll need a permit from your city’s zoning office. And if you’re negotiating late fees for your federal taxes, you’ll be talking with the … Read more
Contact Centre Week Europe Launches in 2017
After more than a decade as the USA’s leading customer service and contact event, CCW (Customer Contact Week) is coming to Europe in 2017 for the first time ever. Now Europe will be able to experience CCW, the main destination where customer care, service and experience professionals unite to learn, be inspired and make long … Read more
Why Customer Loyalty Should Not Be Your Goal
Loyalty has become a goal of many businesses. However, it is important that we define our goals correctly since they represent where and how we will direct our efforts..
Customer Service that Gives Food for Thought
If you’ve ever had the pleasure of dining at a Michelin-starred restaurant, then you will know that customer service is a major part of the experience. Here’s how it’s done..
How to Increase Customer Referrals Today
Read on for some tips to increase your rate of customer referrals today..
How to Move from Customer Service to Customer Experience
Companies that truly want to grow need to focus on improving their relationships with customers and providing an experience that will get customers talking..
3 Little Words That Can Lose a Customer
Are you rewarding your team only for speedy transactions, or are they also being rewarded for building relationships? Learn how the little things you say or don’t say can either help you keep or lose a customer..
The 20/5 Rule of Customer Service
On average, when people are asked to share their experiences, we find they share 20 negative experiences vs. 5 awesome experiences – this is the 20/5 rule of customer service..
Six Reasons Live Chat Keeps Customers Engagedlive
George Skaff, CMO of TouchCommerce provides six reasons live chat benefits brands by keeping digital consumers satisfied..
Is the Sales Industry Less Likely to Offer Formal Training to Employees?
When working in sales, training is important and should be something that is implemented regularly..
Your Customer Experience Should Become Channel-Agnostic
CRM consulting practitioners rethink short-sighted marketing concepts to prove that holistic customer experience management goes beyond any single channel..
Does Tech Have a Positive Impact on Business Communication?
Is technology the monster it’s made out to be, or does it actually have a positive impact on business communication? We think it’s the latter…
The Foundation of Top-Notch Customer Service Is Organization
Along with establishing a sense of structure and order, an organized work environment reduces stress, promotes team spirit and allows you to provide excellent customer service..
How to Get Customers to Rave About You and Your Service
Here are some of the most important things that customers want from you. Fulfill these needs and you will be well on your way to creating “raving fans”..