How to Deliver an Exceptional Customer Service With Your Contact Centre thumbnail

The trends and challenges impacting contact centre people, processes and technology, illustrated with case studies and in-depth Interviews with customer service leaders..

Analytics Breakthroughs: How to Really Know What Your Customer Wants from You thumbnail

In business today, excellence in customer experience is not just a buzzword, it is an absolute necessity. Learn how analytics can play a key role in identifying and understanding your customers’ needs..

Are You Prepared for the Hidden Side of Social Media? thumbnail

In today’s digitally connected world it’s critical that you don’t sit on the sidelines and observe—you must actively engage with your customers. Elena Lockett at FM Outsource, digs deeper into the hidden side of social media..

7 Signs of Legendary Customer Service

7 Signs of Legendary Customer Service thumbnail

The possibility to provide exceptional service is available to almost any company—if it believes in its people, is willing to innovate, and really cares about their customers’ experience..

3 Things to Learn from this Amazing Customer Service Story thumbnail

A recent segment on the CBS Sunday Morning show had an amazing customer service story. Shep Hyken shares the experience and highlights three things we can learn from it..

In Customer Service, Your People Are NOT Your Most Important Asset thumbnail

In the book Good to Great, Jim Collins writes that “People are not your most important asset. The right people are.” Bill Quiseng explains..

4 Strategies for Strengthening Customer Relationships thumbnail

How to maintain positive customer relationships by working to meet your customers’ needs, wants and expectations..

The Global State of Customer Experience 2016

The Global State of Customer Experience 2016 thumbnail

This in-depth research report written by CX Network looks at the key customer experience trends, challenges and investments for the next 12 –18 months..

Dare to Care: Why You Can’t Script Sincerity in Customer Service thumbnail

Learn why your customer service team must have empathy, sympathy, patience, tolerance, understanding, passion and, of course, sincerity..

Why Customer Satisfaction Surveys Backfire

Why Customer Satisfaction Surveys Backfire thumbnail

Are you following the trend of conducting customer surveys? You might want to think again. In this article John Tschohl argues that developing your leadership team and workforce to provide superior service is a better use of resources..

Four Steps to Increase Customer Retention

Four Steps to Increase Customer Retention thumbnail

In these days of fierce competition, it’s crucial to do everything that you can to protect your customer base. Errol Allen explains how..

7 Tips to Improve the Customer Experience

7 Tips to Improve the Customer Experience thumbnail

Continuously changing and improving the customer experience will help you develop deeper customer relationships over time..

How to Provide a Better Customer Experience by Going the Extra Mile thumbnail

Shep Hyken looks at the simple concept of going the extra mile—giving customers more than were hoping to get..

Five Ways to Turn Your Customers into Raving Fans

Five Ways to Turn Your Customers into Raving Fans thumbnail

Providing good customer service just isn’t enough anymore. Encourage your team to take customer service from bland and boring to knock-your-socks-off spectacular with these five tips..

Do You Have a Call Center or a Relationship Center?

Do You Have a Call Center or a Relationship Center? thumbnail

Dave Murray explores two ways to turn your call center into a center for building excellent customer relationships..

Three Low Cost Ways to Improve Customer Service

Three Low Cost Ways to Improve Customer Service thumbnail

Here are three ways to dramatically improve the value of customer service as perceived by your customers..

Six Ways to Improve Your Customer Relationships

Six Ways to Improve Your Customer Relationships thumbnail

The benefits of strong customer relationships are many. Repeat sales, sustainability and growth as well as lower customer acquisition costs are among the reasons why it is important to forge strong bonds with your customers..

3 Ways to Strengthen Your Emotional Connection with Your Customers thumbnail

Your customers are not loyal. The truth is that 75% of your customers would gladly do business with the competition—because companies have not created the emotional connection that creates customer loyalty and advocacy..

Do unto Employees: Why Great Customer Service Relies on Respect from the Top thumbnail

It’s a well known fact that happy employees mean happy customers. Adzuna’s Stephen Pritchard looks at some ways you can treat your employees better and as a result, improve your customer service..