Blog & Resources

call center

3 Powerful No-Sweat Customer Experience Quick Fixes

Working day after day on the same set of projects and goals can make us a little complacent about what customers really need from us. Too often, we convince ourselves that what happens within our walls doesn’t have a direct impact on the ...

Document THIS! Betrayed by Customer Experience Documentation

There's a funny thing about customer experience documentation. (Or any kind of documentation, for that matter.) It only works if you look at it. And update it. Then revise it based on reality. And let's face it, that rarely happens. ...

7 Things Your Customers Wish You Knew About Them

  Heads up ...when it comes to customer service, certain (painful) truths are universal. Customer service is such an important part in keeping people coming back to your business, and the specifics of your product or service don’t really matter. ...

Know What Customers Expect? 5 Onion Headlines that Nail It!

There's a reason we all love The Onion, America's finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015, The Onion showcased customer service ...

5 Ways to Rock your Worst Case Customer Experience Scenario

The ideal customer journey is so tempting. It's so magical to start designing the beautiful, happy day  journey for our customers. On their best day, they fall in love with our products, they get excited at the unexpected moments of ...

5 Reasons Social Customer Service is Still Subpar

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. Actually, scratch that. We expect ALL companies to be responsive when we go to them via social media. Studies from ...

3 of the WORST Customer Experience Metrics

 Customer Experience is a slippery subject. Some people jump right to Customer Service - thinking of call centers, Time-Life operators, and ignorant technical support folks.  Others think of the way they feel when they are finished with a transaction. It's ...

Are You a Brand that Honors or Discounts Customer Emotions?

Quick solutions for customer service issues create fleeting moments of delight. They don't always end with a long-lasting impression of your brand. Being able to quickly solve customer service issues is instantly gratifying for the customer... but it's dangerous to rely on fast ...

Combining Customer Support And Facebook to Maximize Your Leads

Social Media: When we see those two words together, it represents a revolution in the communications landscape. Over the past several years we've been creating communities, building relationships, and providing transparency and brand trust while serving and connecting customers more quickly. But ...

How Your Competitive Advantage Dissolves in Apathy

There will always be at least one company you fear. There might always be a juggernaut you are chasing or a start-up nipping at your heels. And although you really DO need to worry about those guys, they actually are not your ...

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