When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences

Customer experience focuses on improving the way customers interact with your business. Doing so means putting the needs of the customer front and center

What if the industry’s definition of what comprises top-notch customer service varies from what customers really value?

Social media is no longer just a tool for stalking your middle school crush or sharing pictures of your dog. With companies and brands active across multiple platforms, the functionality of social media is constantly evolving and it can be hard to keep up

There are many metrics that can help a business understand how well it’s doing in providing its customers with great service. These metrics are invaluable for determining a company’s customer service health, but they don’t always provide subjective context for an individual’s thoughts on excellent customer service

For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?

Wouldn’t you want to know if your customers are unhappy, and if so, why? Understanding a customer’s pain points can help you improve your business and better serve your customers

If loyalty, like old friends, is gold, then what’s a great way to maintain loyal customers? Customer appreciation.

A carefully considered customer experience is no longer the sole responsibility of support agents. Instead, the customer experience has evolved into a crucial part of any company’s

Long-term customer relationships don’t happen overnight. They begin the first time a customer engages with your business and continue with each interaction. That includes everything from

For IT leaders, there’s opportunity to play an exciting and large role in helping move company-wide customer service initiatives forward, and to help elevate customer service from

Customers who chat are three times more likely to make a purchase than customers who don’t. Take a minute to let that sink in, especially if

Creating an effortless customer experience and building loyalty is anything but effortless. It takes work—lots of it. To help set you on the right path

In this Zendesk tip of the week, we cover times when “No” is the right answer and how customer service agents can say “No” in a helpful and empathetic way

71% of customers say their typical response to a bad experience is to stop doing business with the company altogether. Read this infographic to learn the three things businesses can do to improve customer experiences

So, how do you encourage customers to be loyal? A lot of advice on customer relationships tells you to “delight” your customers. But, there is little difference to customer loyalty when you exceed customer expectations versus simply meeting them

Communicating via live chat is different than interacting with a customer in person, over the phone, or via email. These chat etiquette tips will help you give a better support experience

“82% of small business owners said that loyal customers were the main way they grow their business.” For small businesses, the returning customer is crucial for growth, and yet a

Waiting for support or assistance is something that customers hate, but companies can make the wait more bearable by offering creative alternatives to keep customers busy while waiting in line. These are just a few ideas to get your creative juices flowing and hopefully help set your company apart from the customer service team next door

Starbucks and Apple have deeply loyal and satisfied customer bases that they have built and nurtured over the course of decades. What are they doing right, and what is their secret to return customers? Let’s find out

Do you think email is dying? Well, think again. A few months ago, Leslie O’Flahavan of E-WRITE debunked this myth during her

For many, Halloween is a holiday that comes once a year: a celebration filled with gratuitous amounts of candy, costumes, and childlike bliss. For customer service agents, however, every day can feel like Halloween

The video game industry has seen a seismic business shift over a relatively short period of time: Just a few years ago

It starts with a pause. Then, with a tremor, the support agent utters the most traumatizing words known to man