Customer Experience News & Trends

No matter how badly you screw up, don’t let your CEO apologize on YouTube

Don’t fear losing customers over a well-publicized mistake. Fear losing customers because your CEO wants to make an online video apology.

4 places where the customer experience stinks

You can learn a lot about how to create a customer experience on Main Street, especially from the companies who are doing it poorly.

6 customer service mistakes that can (and did) destroy business

Great customer service will lift up any company. But poor service will drive it to the bowels of business hell even quicker. 

4 things the best online service providers do right

The personal touch isn’t the only factor in your customer service reputation. What you do online is a huge factor. Here’s how the best get it done right.

3 traits of enormously successful contact centers

Most contact centers break even – in customer satisfaction and on the books. Then there are those that are enormously successful. Here’s what puts them ahead of the pack.