by John Aves | Mar 19, 2019 | Customer Success
Customers in Control The world is changing fast. Customers are in control. They expect to shop when and how they like, 24/7. Rising customer expectations present a challenge for retailers and other suppliers who are having to extend their hours of business and the...
by Laura Troyani | Mar 12, 2019 | Customer Success
Retaining Over Acquiring In a recent report surveying small business owners, 80% reported feeling optimistic about their business’s performance in 2019. This same report noted that 51% of these business owners pointed to one major factor behind this optimism: their...
by Kelechi Okeke | Mar 5, 2019 | Customer Success
Improving the Chances of Good Service A lot of people see interacting with customer service as a tricky experience that could end up being a waste of time. Many more dread having to call a contact center for support. This is because of prior negative experiences such...
by Shep Hyken | Feb 26, 2019 | Customer Success
Experiences That Stand Out The race to own customer experience is on! Companies are recognizing the importance of delivering an experience that makes them stand out from their competition. Some are learning the hard way. Last year United Airlines had a brand crisis,...
by Brian Kracik | Feb 19, 2019 | Customer Success
What Happens When Customer Experience Breaks Charlie Herrin, the executive vice president in charge of customer experience at Comcast, earlier this year said, “Customer Service is what happens when Customer Experience breaks.” It was an insightful observation that...
by Robert Johnson | Feb 12, 2019 | Customer Success
Watching Your Language “I’m going to put you on hold for just a second.”; “I think you misunderstood me just now — what I actually said was…”; “I can understand your frustration, but…” The language we use when interacting with customers matters. The sentences above...
