Customer relationships
Latest stories Page 3
Article Be a change leader to customer-centricity
Rowing is one of my passions and I often find myself drawing parallels to the sport…
Article D2C retail: Why a simple customer experience is just what we need right now
“Don’t create products people don’t want” may be the ultimate way to remain customer-focused as a…
Article Bringing empathy to product design
There’s never been a better time to understand our customers. We have access to gazillions of…
Article Soothing consumer anxieties with ‘calm commerce’—a rising trend in retail
Many of us are as obsessed with optimizing every part of our lives as we are…
Article Striking the right balance as chief customer officer
According to the Chief Customer Officer (CCO) Council website, the first Chief Customer Officer was hired…
Article Business isn’t always about commerce; it’s also about community
And just like that, the world was different. Enter, a fearsome illness that can only be…
Article How messaging fosters strong connection—and how 4 brands use it
Messaging has come to play a dominant role in nearly every area of our lives—from how…
Article Designing call centers for empathy—can it be done?
There is something that even the most customer-centric companies can’t change or control: the angry or…
Article How retail is changing, from the women leading the charge
Women drive the majority of consumer spending in the United States. It sounds empowering, and, perhaps…
Article On the ground in Miami with our customer community
It’s a Tuesday morning in Miami. I should be stressed. I should be preparing for the…
Article 4 things you can do to practice empathy at work
Is empathy the new ambition? It seems like it. Spend even a few minutes in leadership…
Article The incomparable value of community moderators
Central to any digital or online community is its community of moderators. Whether a moderator’s role…
Article How an automation-first strategy delivers better human support
The rumors of a war between live support and automation have been greatly exaggerated. There’s a…
Article The art of conversation—4 brands that use quality assurance for personalized interactions
Really great customer conversations can’t happen when agents are bound to a script—it just isn’t possible.…
Article Let email lead the way with AI in customer service
Providing excellent customer service is harder today than it’s ever been. There’s an increasing number of…
Article 3 strategies to improve customer service enablement
It’s no secret that providing exceptional customer experiences is both a competitive advantage and a proven…
Article Optimizing agent performance is everyone’s job
W. Edwards Deming said it best, “Quality is everyone’s responsibility.” While this statement rings true in…
Article Beyond vanity metrics: 3 data points to fuel growth
Last year, we set out to answer a notoriously difficult customer service and experience question: “Does…
Article Customer loyalty is great, but what about loyalty to customers?
“Brands need to stop thinking about how customers are loyal to them, but how we are…
Article How 5 top brands use customer feedback to drive agent performance
There is a human behind every contact center interaction, and it’s the human element that makes…