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Shep Hyken shares some statistics on "complaint wait" - the shocking amount of time spent dealing with customer service failures..

In the future, we could see an integration of Customer Service and Marketing operating under a single budget. Richard McCrossan, Strategic Business Director at Genesys explains..

The benefits of a solid Customer Experience program are huge but there are significant risks in "getting it wrong". A sound roadmap will help "get it right"..

63% of businesses are prioritizing mobile in order to create a relevant customer dialogue that attracts the ever-online customer, but is it enough?

One of the best ways to increase customer satisfaction is to encourage your staff to proactively “Connect the Dots” for your customers..

As the debate about whether employees or customers come first rages, Bob Thompson gives us his view on the subject..


Digital customer experience is not just about collecting feedback, it's about focussing on customer insight and follow-up action..


Surprise customers with your awesomeness and they will surprise you by spreading the word about your business..


A friendly smile and a pleasant manner are not the only things needed to give great customer service..


Learn how everyone in your organization can get to understand the goals of the overall customer experience..


The customer's problem may not be our fault, but it is still our problem to solve..


Finding a way to make it happen always results in excellent customer service..


Find out how bending the rules is sometimes necessary to provide excellent customer service..


What if your internal customers had a choice about doing business with you? Would they?..


How to avoid the pitfalls when developing and implementing your customer experience strategy..


How to ensure you offer the kind of excellent service that your customers truly deserve..


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