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.
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Rage is on the rise: What should customer service pros do about it?
Rage is a rising occupational hazard for customer service professionals, according to new research. Here’s what they can do about it.
The problems with personalization – and how to avoid them
Personalization is the talk of the town in the customer experience industry. But it has its limits and drawbacks, new research shows.
The one thing customers care more about than their problems
When customers have a problem, you’d think that would be the main thing they cared about. But new research suggests one thing is more important.
Why customer engagement matters — and how to make it better in 2017
What impresses customers more than anything? More than 90% of customers agree that it’s …
Building ’emotional connections’ could be the most important thing you do this year
If you aren’t using emotional connections to build customer loyalty, you’re wasting time, according to new research.
Why customers say your relationship with them is on the rocks
The customer relationship is floundering — and customers say this is the reason why …
The 5 levels of customer commitment — and what really drives loyalty
Customer commitment could be compared to beauty — only skin deep. Fortunately, you can build a stronger relationship and loyalty from there.
Social media’s impact on the buying experience now
Social media has a bigger impact on customers’ decisions to buy than ever. Are you capitalizing on the opportunities this presents?
