Customer relationships

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Giving thanks: brands need gratitude, too Article

Giving thanks: brands need gratitude, too

You likely give the people in your life gratitude, but do you give brand gratitude? Telling…

How to turn customers into brand evangelists: a customer experience guide to the promoter economy Article

How to turn customers into brand evangelists: a customer experience guide to the promoter economy

This Relate Leadership guide explores the role that customer service and customer experience plays in building great customer relationships and ensuring high customer satisfaction, which leads happy and loyal customers to become brand evangelists.

The goods on good materialism: how to have a better relationship with your stuff Article

The goods on good materialism: how to have a better relationship with your stuff

There's a lot of talk about less stuff, more happiness. But is it about less, or…

How Millennials are driving the experience economy Article

How Millennials are driving the experience economy

Experiences educate people, help them communicate, and keep them less in debt. Read more about the…

How to treat people: advice from volunteer managers and customer service Article

How to treat people: advice from volunteer managers and customer service

Volunteer managers and customer service professionals have something big in common: they know how to treat…

How to onboard and train new customer service reps Article

How to onboard and train new customer service reps

Here you'll find advice to help you quickly and successfully onboard and train your new customer service reps.

How to interact with customers on live chat Article

How to interact with customers on live chat

Customers love to chat. In fact, chatting with customers results in the highest customer satisfaction ratings. Check out these best practices for chatting with your customers.

How to interact with customers on the phone Article

How to interact with customers on the phone

Talking to customers on the phone is immediate and direct and customers still love it. Provide phone-based support the right way using these tips.

How to follow the sun and provide great global support Article

How to follow the sun and provide great global support

If you want to provide 24 x 7 support 365 days of the year—or more loosely, “anytime, anywhere” support—you can adopt the follow-the-sun” model. Here’s how it’s done.

Measuring happiness: What’s the difference between CSAT and NPS®? Article

Measuring happiness: What’s the difference between CSAT and NPS®?

It’s important to look at customer happiness in the short- and long-term. This requires sending out two different types of survey: CSAT and NPS. Discover how to use both effectively.

Interview questions for hiring great customer service reps Article

Interview questions for hiring great customer service reps

These interview questions for customer service reps will help you find & hire the best. Includes…

5 ways to better connect with customers using NPS data Article

5 ways to better connect with customers using NPS data

Explore this interactive infographic for five unexpected ways to use your Net Promoter Score data to better connect with customers.

Empathy and humanistic design are customer service game changers Article

Empathy and humanistic design are customer service game changers

Anyone in customer experience is looking for the customer service game changers. Author Rebecca Huval thinks…

It’s not me, it’s you. When to break up with a customer. Article

It’s not me, it’s you. When to break up with a customer.

Not every customer relationship is going to be perfect, but some are downright toxic. Knowing when…

When “no” is the right thing to say to a customer Article

When “no” is the right thing to say to a customer

Telling a customer no, is never easy, even when it is the right thing to say.…

“Thank you.” What to do with customer complaints. Article

“Thank you.” What to do with customer complaints.

Saying 'thank you' might not be what you want to say when receiving negative customer feedback,…

Manage your amazing customer service team Article

Manage your amazing customer service team

This Relate Leadership Guide focuses on managing the most valuable asset you have, your team and your people. If they’re happy and engaged, there’s a better chance that your customers will be as well.

Recruit, hire, and onboard customer service representatives Article

Recruit, hire, and onboard customer service representatives

This guide provides you with advice for recruiting, hiring, and onboarding reps who embody the traits that help build great customer relationships and deliver great customer service.

5 reasons we fall in love with customer service Article

5 reasons we fall in love with customer service

Customers fall in love with your support for many reasons: fast service, humor, and even the…

Turn complainers into brand advocates. Find the love. Article

Turn complainers into brand advocates. Find the love.

Turn complainers into brand advocates. When complaints are handled to our satisfaction, we actually become more…