Customer Experience News & Trends

6 horrible management blunders that kill the customer experience

You can put all kinds of money, resources and effort into creating a great customer experience, and a bonehead leader can ruin it in a flash – just by doing what he always does. These bad habits are killing the customer experience:

4 ways mistakes can actually build loyalty

Mistakes can be stumbling blocks – unless you turn them into building blocks for customer loyalty. Here’s how one customer service giant does it.

Will customer anger soon decline?

Coming to your contact center soon: Fewer angry customers.

Get more ‘intimate’ with your customers

Intimacy is often underrated in your relationships with customers. That’s right – you want to be more intimate with them.