Customer relationships
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7 min read
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
9 min read
How to choose the right partner. Technology partner, that is.
Finding the right technology partner for your business means identifying a solution that you can afford, trust, and treat as an extension to your in-house team.
Article
6 min read
“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
5 min read
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
7 min read
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
7 min read
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
8 min read
The thrifting trend is making garage sales kinda cool again
There are only a couple things that will get my father to stand in line alongside…
Article
17 min read
We’re not all meant to serve customers, but if you do… a Q&A with CX leader Jeff Toister
Jeff Toister knows CX... but he really knows culture. Here he talks about our responsibility to…
Article
6 min read
Begging the question, beating the straw man, and other non-sequitur nonsense
If you deal with customers, you will someday engage in customer arguments. Arguing, making your case,…
Article
8 min read
Selfish or selective? 6 ways Millennials are changing charitable giving.
Many people think of Millennials as self-centered, selfie-snapping, uber-texting, uber-riding, narcissists. Even some Millennials share this…
Article
6 min read
Inside a hotel room: tips for excellent customer service
Hospitality customer service is a niche that can help every industry. From retail to technology, these…
Article
8 min read
10 ways to be a great customer and get great customer service
Being a great customer has lots of benefits, including great customer service. Here are some lessons…
Article
7 min read
The value of hospitality, no matter what industry you're in
The value of hospitality can help your business by creating more loyal customers, no matter what…
Article
8 min read
Empowering your team: kindness in customer service
Being nice plays a big part in customer service. So start empowering your teams to embark…
Article
10 min read
8 steps to creating loyal, human, customer connections
What if someone told you there was a formula for generating repeat business? That, in just…
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