AI is the Powerhouse Enabling Friendly Customer Service
In today’s empathy economy companies are increasingly turning to artificial intelligence tools to enable and drive an effective and friendly customer service operation..
How to Enhance Your Status in Your Customer’s Eyes
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..
How Secure is Your Live Chat Solution?
Malene Wessel reveals which features build trust in live chat and how to find out if your solution is GDPR compliant..
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..
Consumers Ditch Businesses Following Poor Customer Service
Brands are failing to create the positive, emotive experiences that drive customer loyalty..
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..
Building Employee Financial Wellness Enhances Employee Retention
Available at no cost for companies to implement or administer, the PayActiv financial wellness platform gives low-to-moderate income workers access to their earned but unpaid wages between pay periods..
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..
Global State of Customer Experience Survey 2018
CX Network has launched their annual survey on the state of customer experience and service and would like to invite you to take part!
The Importance of Improved Customer Experiences within the UK Banking Sector
The UK banking industry is nothing short of cut-throat with financial giant Barclays losing more than 10,000 customers during the second quarter of 2017. According to the Current Account Switch Service (CASS,) the main culprit responsible for the devastating loss of customers: continuous unsatisfactory customer experiences. TSB, one of the banks that gained a significant number … Read more
Out of Touch and out of Business: The Universal Problem of Poor Contactability
A huge 81% of people say they have left a company after experiencing poor customer service..
Airline Customer Satisfaction Scores Fall In 2018
After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Guest satisfaction with hotels remains steady at an ACSI score of … Read more
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..