Why Is Customer Service So Bad? Because It’s Profitable. – HBR
Executive Summary American consumers spend, on average, 13 hours per year in calling queue w [...]
What is the Cost of Poor Customer Service? | Provide Support
Dissatisfied customers are, unfortunately, an inevitable fact of business life. How you respond wil [...]
Building A Customer-Obsessed Culture | Forbes
As recently as a decade ago, ‘business as usual’ meant that you developed a product or service, dis [...]
How to Keep Employees Connected to Customers | HBR
Executive Summary Responsibility for acquiring qualitative customer insights is often outsou [...]
Are You Providing A Frictionless Customer Experience?
Today’s customers expect more than ever before. They don’t just want – they demand a level of atte [...]
8 Steps to Deliver a Leading-Edge Customer Experience | CustomerThink
8 Steps to Deliver a Leading-Edge Customer Experience The paradigm has evolved with servicing custo [...]
How to Create Brand Loyalty Through Customer Experience | Inc.com
Keeping your customers is perhaps more important than finding new ones. That's because there's a lo [...]
Turning Your Contact Center into an Insight Center | ICMI.com
This past week, I had the opportunity to moderate a fascinating discussion at the ICMI Expo in Ft. [...]
Your Customers Want to Self-Serve — It’s Good For Them And Good For You
Your customers have more choice over what products to buy, where to buy them, and how to buy them. [...]
The Customer Experience Reality You Should Pay Attention to – Because Customers Are
By Douglas Eldridge Let’s begin with a bit of honesty. Sometimes things (and I’m not saying you do [...]
The Secret To Create Extraordinary CX Memories
more Customer service is no longer alive in the contemporary world. Nowadays, it's more abou [...]
Leadership Lessons From Walt Disney: Perfecting the Customer Experience
At Disney Institute, we were recently conducting a brainstorming session with our team for future [...]
