Customer relationships

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Big box stores have everything but big customer service Article

Big box stores have everything but big customer service

Walking into a big box hardware store is a little like walking into a deserted castle…

Going global means learning to go local Article

Going global means learning to go local

When I hear the phrase “buying local,” I immediately conjure up images of farmer’s markets and…

5 dating questions you should ask your customers Article

5 dating questions you should ask your customers

Customer relationships aren’t that different from your romantic ones. You spend time getting to know a…

AI is what dreams are made of. Just ask Disney. Article

AI is what dreams are made of. Just ask Disney.

We talk a lot about artificial intelligence and the impact AI will have on our culture…

We’re not all meant to serve customers, but if you do… a Q&A with CX leader Jeff Toister Article

We’re not all meant to serve customers, but if you do… a Q&A with CX leader Jeff Toister

Jeff Toister knows CX... but he really knows culture. Here he talks about our responsibility to…

Worked at Red Lobster? Put that on your resume. Article

Worked at Red Lobster? Put that on your resume.

Years ago, when Sara Price moved to Chicago, she waited tables while trying to build an…

The siren call of customer service Article

The siren call of customer service

Most of us have never thought of customer service as a career... even when customer service…

Begging the question, beating the straw man, and other non-sequitur nonsense Article

Begging the question, beating the straw man, and other non-sequitur nonsense

If you deal with customers, you will someday engage in customer arguments. Arguing, making your case,…

Selfish or selective? 6 ways Millennials are changing charitable giving. Article

Selfish or selective? 6 ways Millennials are changing charitable giving.

Many people think of Millennials as self-centered, selfie-snapping, uber-texting, uber-riding, narcissists. Even some Millennials share this…

Inside a hotel room: tips for excellent customer service Article

Inside a hotel room: tips for excellent customer service

Hospitality customer service is a niche that can help every industry. From retail to technology, these…

The good and the bad of influencer marketing Article

The good and the bad of influencer marketing

Influencer marketing is inarguably very popular in our world of social media. But do you know…

10 ways to be a great customer and get great customer service Article

10 ways to be a great customer and get great customer service

Being a great customer has lots of benefits, including great customer service. Here are some lessons…

The value of hospitality, no matter what industry you’re in Article

The value of hospitality, no matter what industry you’re in

The value of hospitality can help your business by creating more loyal customers, no matter what…

Empowering your team: kindness in customer service Article

Empowering your team: kindness in customer service

Being nice plays a big part in customer service. So start empowering your teams to embark…

8 steps to creating loyal, human, customer connections Article

8 steps to creating loyal, human, customer connections

What if someone told you there was a formula for generating repeat business? That, in just…

Great expectations: why consumers demand the very best Article

Great expectations: why consumers demand the very best

Customers have great expectations, and those expectations transfer. A great experience with one brand or service…

Why are my customers angry? Article

Why are my customers angry?

So you have angry customers. Instead of being annoyed, first figure out why they're angry and…

First world problems aren’t just for the First World anymore Article

First world problems aren’t just for the First World anymore

First world problems are not just for the First World anymore. Rachel Henry shares five books…

What we expect in the expectation economy Article

What we expect in the expectation economy

We expect every brand we interact with to deliver a high-quality, seamless experience. Welcome to the…

How to manage customer satisfaction in a crisis Article

How to manage customer satisfaction in a crisis

Keeping your cool can be challenging when a crisis occurs and you’re faced with a massive wave of support requests and frustrated customers. Ensuring customer satisfaction during these times starts with the resolve to be prepared and stay calm — and a having crisis management plan in place.