Hold on tight, customer experience professionals: New research says you purposely give bad customer service. And it may be right!
Home : New Research
Why customers leave – and how you can prevent churn (infographic)
Customer loyalty is almost always at risk – possibly more than you ever imagined.
The state of service: What leaders do to fix inconsistencies
Sometimes front-line customer service pros are overwhelmed. Sometimes they’re under-whelmed. And that can make for an inconsistent customer experience, according to leaders in a recent study.
6 ways service pros can help customers buy smarter
Customers can get more information than ever on their own about you and your products. But that doesn’t mean they don’t want personal help.
16 unbelievable sacrifices your employees will make for 10% raise
When employees are happier, customers tend to be happier. And the key to employee happiness is usually their wallets. So here are some colorful examples of just how badly employees want to make a little more money.
When customers want self-service — and when they don’t
If you’ve been pushing customers to self-service for most things — even if they seem to want it — you might want to reconsider that strategy.
How to get the best experience ever
No one knows more about the customer experience than front-line service professionals. So we turn to them for advice on how to get the best experience ever.
80% of customers want you to do this
About 80% of your customers are waiting for you to do something. Yet, many companies are falling short in this area.
The 1 factor that will boost customer satisfaction most
If you want to improve the customer experience – and you have limited resources to do so – here’s the one factor that will make the biggest impact …
Better customer feedback starts with this …
If you care about the customer experience, you probably love customer feedback. That’s great, but there’s an even better way to get the full view of what your customers want and need.
