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Most companies would agree that excellent customer service is a crucial aspect of running a business. A simple conversation between a customer service + Read More

Friction is everywhere in life, and it impacts us from the time we wake up until we go to sleep. But how can + Read More

For a long time, people have been conducting studies and evaluating data in a bid to figure out how customers make decisions. Many + Read More

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer + Read More

When it comes to doing business in 2018, according to a current Forrester report, the trust of the modern consumer is at an + Read More

Continuing our series of the best customer service posts on the web from May, I’m going to look at some standouts from last + Read More

With the World Cup in full swing, now is probably the perfect time to talk about one of the essential elements of any + Read More

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer + Read More

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to + Read More

The use of chat in serving customers is snowballing, and there is quite a bit of evidence around to understand why. Chat in + Read More

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing + Read More

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to + Read More

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true + Read More

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the + Read More

If you own or manage a contact center or deal with customers at all, then you should give serious thought to attending this + Read More

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the + Read More

Perhaps you’re like me, and you hunt up and down the aisles of the local hardware store looking for that elusive part. You + Read More

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been + Read More

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or + Read More