Customer relationships
Latest stories Page 7
Article Jenny Dempsey teaches that your health is a unique ecosystem all your own
How many health and wellness listicles have you favorited? You know, those stories like: “5 foods…
Article The Empathy Economy: Care, so your customers will too
I probably don’t need to tell you this, but trust is in short supply these days.…
Article From the field: Customer service skills you need today
If you’ve spent any time job searching in the last couple years, you may have noticed…
Article Take it from Zappos—holiday hiring is everything
Though it’s only September, many companies are already deep into preparation for the upcoming holiday season.…
Article Founders are leaning in to service when launching customer-focused startups
How startups can leverage customer feedback to build better relationships
Article Take care of yourself, your team, and your customer—in that order
The four components of customer anger I outlined last week—the situation, its ramifications, baseline stress, and…
Article Customer entitlement: the high price we all pay
Every year, with the help of technology and data-driven insights, companies get better and better at…
Article Improving the customer experience: why UX writers and customer service should team up
I was terrified the first time I filled out my taxes. Combine dense government jargon with…
Article What women leaders bring to contact centers
Sarah Stealey Reed remembers a pivotal moment in her career as a contact center leader. She…
Article Machine translation—is it good enough for customer support?
In 1954, at the first public demonstration of a machine translation (MT) system, researchers from IBM…
Article Would you like a boxed water with that? Retailers reenvision the customer experience
Shopping used to mean spending hours in a crowded galleria that smelled faintly of churros and…
Article Unexpected and exceptional customer experiences, moment by moment
Back in 2007, FreshBooks CEO Mike McDerment wrote a post on his company’s blog musing about…
Article Smooth returns; return customers
Nothing simmers more comfortably on our back burner than stuff we need to return to the…
Article Mullets are back in business—especially in customer experience
The mullet has been a part of the cultural conversation for decades, often eliciting some ‘80s…
Article How to choose the right partner. Technology partner, that is.
In the world of retail, it’s exciting to send products out into the wild. After all,…
Article “Let me tell you where I got this”—the power of the brand ambassador
If I said the words “brand ambassador” to you ten years ago, you’d probably think I…
Article Improve customer rapport by mirroring
Agents can work to build customer rapport by adjusting to a customer's emotional state or way of communicating.
Article The unexpected customer service hero—we all have one
Once upon a time, when I was in a painful and difficult marriage, the city was…
Article Don’t have kids, eat less meat, and other ways to save the world
Whose fault is it that glaciers are melting, oceans are becoming cooler and less salinated, “storms…
Article Stampede no more: designing a Black Friday experience we all can get behind
I love roller coasters and I hate waiting in line to ride them. The day I…