Is there anything more frustrating than calling a customer service line, being bounced around from robot to human and back again, and having to explain your issue every time someone new is on the line ...

Delivering a premium customer experience has always been essential to financial services. But in today’s rapidly changing environment, financial institutions need to do more than maintain the ...

In 2022, shopping begins and ends online. With eCommerce sales predicted to hit an all-time high of $6.169 trillion by 2023, it's more important than ever to make sure the online shopping experience ...

Ever wonder what happens after a customer hears this prompt: “On a scale of 0-to-10, how satisfied were you with your customer service experience?” When customers get a text or email prompt, the ...

Have you ever thought of your brand as an emotion? The truth is your brand is much more than a name, product or service. For consumers, a brand is how people feel when they see your logo. It’s ...

I recently led several executive panels at the Customer Experience West Summit where we discussed how growing customer value has become a digital and data-driven team sport. The key message from every ...

Exceptional customer service depends on more than smiling, empathetic employees (though they’re vitally important as well!). It also requires customer service standards and customer experience systems ...

Today’s push for superior customer service is being underscored by the financial incentives/disincentives embedded in Medicare payment methodology. Strategists also point to the long-term reality of ...

Companies are either known for their superior customer service reputation or they’re slaughtered in the public eye for their unhelpful ways. With little room in between, your company needs to upgrade ...