In a world where customers have more choices about how they bank than ever before, customer experience (CX) is critically important. Delivering great customer experience in banking is a...
This year has proven to be a year filled with ups and downs. From rising consumer and employee expectations to the promise of a post-pandemic “new normal,” to a...
“Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and...
It’s certainly an understatement to say that 2020 and 2021 were challenging times. These challenges forced us to re-imagine everything we do. The COVID-19 pandemic has reshaped how caregivers...
Social customer care is the latest and greatest version of this “new marketing.” Handling customer service over social channels like Facebook, Twitter, etc., is a way to amplify your...
Unfortunately, most customers don’t complain, particularly if the offense in question isn’t egregious, and if complaining about it would run the risk of sounding petty. Yet, minor irritants and customer dissatisfiers...
I’ve had the most miserable customer experience of my life this year. I purchased a washing machine manufactured by an iconic appliance company. It failed after seven weeks.
Customer service is evolving to match the rapid growth and development of new communication media, and today’s most popular social media platforms are the perfect opportunity to capitalize on...
(Tiếng Việt) Cho tới năm 2017, ước tính khoảng 35% tương tác hỗ trợ khách hàng sẽ được thực hiện trên thiết bị di động. Khách hàng đang gia...
The unit of customer care over the telephone (call/contact center) has always been regarded as “the face” of businesses. However, many enterprises still invest conservatively when this unit not...
