Think back to a time when you had an outstanding customer experience — one so memorable that you couldn't help but tell your friends about it. More often than not, it wasn't just about meeting ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

Everyone knows that bad customer experiences negatively impact customer loyalty, brand image, and a business's bottom line. With this in mind, businesses strive to not just meet, but exceed, customer ...

Companies that want higher levels of customer confidence should focus more on removing surprises. Confidence isn’t created by explanations. It’s created by consistency and clear expectations.

To improve customer loyalty, organizations must address this gap by implementing effective data management, advanced AI and strategic human interaction. Customer support is a vital function for any ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Currently responsible for the full-brand and marketing management of leading European outsourcer CCA International. Matthieu works to establish the CCA International brand as an expert partner, in ...

With economic uncertainty in the headlines, consumer confidence is crossing stormy waters—changing expectations, thus driving consumer trends, and making it critical for businesses to stay on top of ...

To instill a culture of dynamic, innovative, and continuous dedication to customer service at CWRU, all new employees should take a four-course general CWRU customer service training offered under the ...

When customers see a real person's face and bio rather than a corporate logo, they perceive agents as friendlier and better ...

We've all heard the phrase, "underpromise and overdeliver." Unfortunately, I often see businesses that tend to "overpromise and underdeliver," failing to meet customers' expectations. For me, it all ...