customer service
What makes good online and in-store customer experiences? Here’s what your customers think. A majority of U.S. customers now prefer to shop online, according to a recent Capterra survey. Overall, 60% of U.S. customers who completed an online... Continue Reading
As service engagement channels proliferate, you need to know where your customers are and where they want to be. Our survey asked them. In the past year, how have your customers engaged with customer service, either yours... Continue Reading
With 2018 right around the corner, it’s time to think about your future and the future of your business. What does the next year have in store, and what can you do about it in-store? The retail... Continue Reading
Do you dream of a future where you know what your customers want, when they want it, and why? Do you dream of being able to monitor customer issues in real time, solving their problems as... Continue Reading
Running a medical practice requires a lot. At least one doctor, support staff, a building, and—oh, yeah—patients. When you first start your practice, the focus is going to be on attracting new patients while still providing top-notch... Continue Reading
I probably don’t need to tell you why you need to measure customer experience (CX). Obviously, it’s useful to know whether changes you’ve made have improved or worsened the experience your customers have with your brand.... Continue Reading
My feet are awful. They are narrow, flat, bony, and missing their instep. Throw in wobbly ankles and it is very tough for me to find shoes that fit properly. There are literally hundreds of shoe... Continue Reading
Long lines at store counters are the very worst. So bad, in fact, that Taylor Swift once wrote: “Say you’ll get more cashiers, Standing in a long line, staring at the register One person ringing up, Say you’ll staff it... Continue Reading
Google is, without a doubt, the Ruler of the Search Engines. With over 2.3 million searches per second, it’s the first place people go when they need information. Some of these users were recently shocked when... Continue Reading
Style over substance is a logical fallacy with direct implications for customer service. The substance of customer service is fairly constant. To distill it, customer service is demonstrating to people that you care about them. Or... Continue Reading
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