Customer Experience News & Trends

Killer loyalty: How 6 companies keep customers longer

Customer loyalty is dying. You can blame the Internet. The economy. The competition. Even yourself. Or you can follow the lead of some stellar companies that use customer service to continually win loyalty.

Don’t count on word of mouth: Customers aren’t talking

Even if customers love your service or products, they may not be talking about it – and that can hurt business.

Will ‘madvocates’ hurt your contact center reputation?

Are customers more likely to tell others about great or not-so-great experiences with you?