5 Tips for Managing Your Customers’ Experience
A recent experience prompted me to reflect on the ways companies could better manage the customer experience, lessons that every business can take on board from the start..
7 Ways to Handle Customer Complaints Over the Phone
Before I take you through a 7-step process and tactics for dealing with difficult telephone calls, let’s explore your beliefs and intentions about customer complaints..
Step up and Be a Customer Service Leader
Anyone can be a leader when it comes to customer service. Give it a try – step up and set an example. It will be contagious, and others will follow your lead..
Artificial Intelligence Helps IVR Deliver Middle Ground in Customer Service
Customer contact center managers want to keep engagement costs down, which often means live agents spending as little time on the phone by deflecting as many customers as possible..
Meet the Science Superstars of Customer Service!
Sometimes customer service teams go far beyond the call of duty to delight their customers. One such team is the Guest Services team at the South Florida Science Center..
More Candidates Needed for Customer Service jobs
Despite a massive growth in job vacancies, the customer service industry faces reduced candidate choice.
What Do Your Customers Think about You?
Find out how your customers view the service they receive and you will be able to deliver that little bit extra..
CX Pros to Advance Careers and Programs at New Training and Certification Event
MaritzCX has announced CXMasters™, an intensive career development event for customer experience (CX) professionals who want to expand and validate their skills, increase customer loyalty, and earn professional recognition. CXMasters will be held September 14-17, 2015 in Salt Lake City..
Improving Customer Experience – A Must for Mobile Marketers in 2015
According to analysts, 89% of companies expect to compete mostly on the basis of customer experience by 2016, compared with only 36% five years ago…
Call Centers Go Mobile to Satisfy Higher Customer Service Expectations
As customers become increasingly mobile, equipped with smarter devices and, most importantly, higher customer service expectations, corporate America needs to address how best to service this new customer..
Association of Convenience Stores Launches Guide for Retailers on Welcoming Disabled Customers
The Association of Convenience Stores (ACS) has launched new guidance for retailers on how to meet the needs of disabled customers in store..
5 Ways to Handle Customer Complaints
Learn how to handle customer complaints the right way and turn a bad experience into one that will result in a long lasting customer relationship..
C-Level Telco Speakers to Share Views on Implementing a Successful CEM Programme
Three C-Level telco speakers will be sharing their vital view on implementing a successful CEM programme at Customer Experience Management (CEM) in Telecoms World Summit 2015 which will be held from 13-14 August 2015 in Singapore..
4 Steps to Successful Customer Service
It’s amazing to see the contrasts of successful companies that dot our history to the newer companies of recent history up to today. Despite the contrasts, they all have one thing in common. They are relentlessly focused on customer service..
Jottings from a CEO Note Book: How to Get (and Stay) in Touch with Your Customers
For a CEO to lose touch with what his customers want, need and feel is a surefire route to failure. Happily, establishing effective contact with customers is incredibly straightforward. Here’s how..
Omni-Channel: A New Support Model for Next-Generation Customers
Multichannel support sounds good – instead of contacting a company on a business hours-only support line, customers have more choices. But is the multi-channel model effective in helping customers and the companies that serve them resolve issues more quickly?
How Good Customer Service = Conversions
This infographic from Zendesk walks through different channels and gives examples where companies can either do the right or wrong thing when it comes to providing excellent customer service..
Customer Experience Management Experts to Gather in Dubai
Customer experience management experts from Google, AT&T, Jumeirah Group, du, Emirates Islamic Bank and more are due to meet at the 2nd Annual Customer Experience Management Middle East this September in Dubai.
Got a Complaint? New Solution Tackles Customer Grievances Head-on
By capturing, identifying, and managing complaints across the enterprise, organizations will increase customer satisfaction and mitigate regulatory risks.