What exactly does real customer loyalty look like? We asked CX practitioners and experts for their best tips for building customer loyalty

Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits

Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.

No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. The key is to learn how to make the best of a difficult customer interaction and resolve the issue in a manner that satisfies everyone

Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.

Although 49% of customers didn’t consider any of the listed options as too casual, 35% felt that emoticons were too informal for customer support. Similarly, 26% said

Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does

Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.

Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and floored by the customer service they’ve received that they can’t stop telling everyone about it. Without going into a book analysis, the problem is clear: there can be two types of raving fans.

Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website

Zendesk's new podcast, Repeat Customer, is devoted to going behind the scenes of brands with truly great customer experiences

Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide

For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.

We surround ourselves with people who push us to be better. That's why VINA invites its customers to help test the social networking app, create content, and to build community.

Figuring out how to reduce customer churn can take a fair amount of work. Putting an actionable strategy in place will ensure that your customers stay.

Support is often geared to the needs and capabilities of a company. It's time to put the customer first.

While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company

What are the keys to transforming your customer service operation? It could be the literal million-dollar question.

The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.

Building a top-notch customer experience strategy requires the ability to not only recognize the need for change but to embrace it

Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience

Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of. But with myriad options comes complexity

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

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?