Customer relationships

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4 steps for launching a customer-focused startup Article

4 steps for launching a customer-focused startup

You’ve spent hours upon hours coding in your apartment, in cafes, even while riding public transit.…

Take care of yourself, your team, and your customer—in that order Article

Take care of yourself, your team, and your customer—in that order

The four components of customer anger I outlined last week—the situation, its ramifications, baseline stress, and…

4 components of customer anger, and how to react accordingly Article

4 components of customer anger, and how to react accordingly

You might ask, If it’s so easy to eliminate anger through empathy, why do people get…

Customer entitlement: the high price we all pay Article

Customer entitlement: the high price we all pay

Every year, with the help of technology and data-driven insights, companies get better and better at…

Improving the customer experience: why UX writers and customer service should team up Article

Improving the customer experience: why UX writers and customer service should team up

I was terrified the first time I filled out my taxes. Combine dense government jargon with…

What women leaders bring to contact centers Article

What women leaders bring to contact centers

Sarah Stealey Reed remembers a pivotal moment in her career as a contact center leader. She…

Our technology is only as empathetic as we are Article

Our technology is only as empathetic as we are

I’ve been to SXSW Interactive six times. Maybe it’s just me, but for many years I…

Machine translation—is it good enough for customer support? Article

Machine translation—is it good enough for customer support?

In 1954, at the first public demonstration of a machine translation (MT) system, researchers from IBM…

Would you like a boxed water with that? Retailers reenvision the customer experience Article

Would you like a boxed water with that? Retailers reenvision the customer experience

Shopping used to mean spending hours in a crowded galleria that smelled faintly of churros and…

Unexpected and exceptional customer experiences, moment by moment Article

Unexpected and exceptional customer experiences, moment by moment

Back in 2007, FreshBooks CEO Mike McDerment wrote a post on his company’s blog musing about…

Smooth returns; return customers Article

Smooth returns; return customers

Nothing simmers more comfortably on our back burner than stuff we need to return to the…

Mullets are back in business—especially in customer experience Article

Mullets are back in business—especially in customer experience

The mullet has been a part of the cultural conversation for decades, often eliciting some ‘80s…

How to choose the right partner. Technology partner, that is. Article

How to choose the right partner. Technology partner, that is.

In the world of retail, it’s exciting to send products out into the wild. After all,…

“Let me tell you where I got this”—the power of the brand ambassador Article

“Let me tell you where I got this”—the power of the brand ambassador

If I said the words “brand ambassador” to you ten years ago, you’d probably think I…

Mirroring is good in customer service; disappearing isn’t Article

Mirroring is good in customer service; disappearing isn’t

Customer service is weird. For a certain number of hours a day, customer service agents are…

Say it with an emoji. Yes, even at work. Article

Say it with an emoji. Yes, even at work.

Whether or not you it, modern communication often involves emojis or their predecessor, emoticons. They’ve even…

The unexpected customer service hero—we all have one Article

The unexpected customer service hero—we all have one

Once upon a time, when I was in a painful and difficult marriage, the city was…

Don’t have kids, eat less meat, and other ways to save the world Article

Don’t have kids, eat less meat, and other ways to save the world

Whose fault is it that glaciers are melting, oceans are becoming cooler and less salinated, “storms…

Stampede no more: designing a Black Friday experience we all can get behind Article

Stampede no more: designing a Black Friday experience we all can get behind

I love roller coasters and I hate waiting in line to ride them. The day I…

The thrifting trend is making garage sales kinda cool again Article

The thrifting trend is making garage sales kinda cool again

There are only a couple things that will get my father to stand in line alongside…