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 [...]

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..

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..

Read on for some tips to increase your rate of customer referrals today..

Companies that truly want to grow need to focus on improving their relationships with customers and providing an experience that will get customers talking..

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..

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..

George Skaff, CMO of TouchCommerce provides six reasons live chat benefits brands by keeping digital consumers satisfied..

When working in sales, training is important and should be something that is implemented regularly..

CRM consulting practitioners rethink short-sighted marketing concepts to prove that holistic customer experience management goes beyond any single channel..

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…

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..

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”..

The internet is no more a mere source of information or a gateway to social media networks. Its role has become much more complex. Now it can be perceived as a crowdfunding hub and a cradle for international projects and business. Hence, players willing to deepen their footprint in the marketplace go online. The healthcare [...]

Every business has to face up to the fact its employees will get sick. You employ human beings, not robots, and they are susceptible to getting ill..

As business owners we can tend to fall into a big trap when we assume our customers will accept our word that our service is excellent and better than everybody else’s..

Shep Hyken reflects on poor service in a local restaurant and explains why honesty is always the best customer service policy..

When both customers and employees are engaged, companies see a significant increase in customer service performance. John Tschohl reveals five ways to create a customer service culture in your organization..