Customer Experience News & Trends

3 traits of top-notch brand advocates

The notion of cultivating brand advocates has gained tons of traction in the online world, especially since companies have decided to plunge into the social media waters.

Were customers happy with online service this holiday season?

Online spending goes up every year, but are customers satisfied with their online service experiences? A new study reveals what they think.

3 trends contact centers need to watch

Technology continues to change the face of customer service. Here are the latest trends that will likely cause some changes in your contact center.

Recession marketing: Does it really pay to resist cutbacks?

Have you heard this one before: “Companies that don’t cut back on marketing during a recession come out ahead of the competition”?