SQM research shows that 88% of people have stopped doing business with a company due to poor call center customer service. That statistic alone should be motivating to ensure that a call center is ...

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.

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...

Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

Investing in employee development not only improves technical skills specific to the industry but also enhances customer service, leading to stronger client relationships and increased customer ...

With customer expectations rapidly evolving due to smart tech, customer experience professionals must adapt to meet these demands and stay competitive. When it comes to smart tech and consumer demands ...

The majority of U.S. companies are failing to meet customer expectations, according to KPMG's latest U.S. Customer Experience Excellence report. The survey showed a 5 percent decline from 2022, the ...

Expectations shape how we interact with our families. Our friends. Our bosses and our colleagues. Our brains are expectation-sensitized machines. Expectations shape how we interact with our families.

This past holiday season led one of my team members into her first predicament of customer service versus client management. When was it okay for her to be a “yes” person, and when was it better for ...