Customer Relationships

While there can be great value in establishing a specific budget allocated towards CX design, there’s also a lot that organizations of any size can do today, using many of the resources they’ve already put towards other activities, that can accomplish the same thing.

Service and support can be complex in any company, but chatbots represent a unique opportunity to become faster, more efficient and ultimately more effective.

A great customer service experience is something everyone remembers, but they may not realize the hard work that goes into making it happen on a daily basis. Having a plan early, along with the right technology and real commitment are the three pillars that make it a lot easier.

When you get the details right, customer feedback will appear less of an added burden and more like the extra touch of personal attention that reinforces why a customer chose to do business with your firm in the first place.

The art of ‘conversational service’ is about having as natural and helpful a dialogue with customers as possible, but with everything in place behind the scenes to steer things to a successful outcome.

Customer service and “customer experience management” may sound so similar they may seem like the same thing, but one really contributes to the other. When customers feel their needs have been satisfied, for example, that’s the perfect ending to a customer experience that began with learning

Ask the average consumer what “personalized” service means to them and they’ll probably describe a face-to-face encounter like this: I walked into my favourite store and the associate smiled at me and greeted me by name. Then they showed me a new item they said they knew I would love based on the

It’s not so much what customers are saying out loud when they’re looking for service and support that could change the way they look at a company in the future. It’s the silent commentary going on in their heads. Most customer service engagements — whether they happen by phone calls, e-mail

Explore ways ays businesses can increase customer service agent job satisfaction and overall happiness.