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It’s not just up to your sales or service teams to give good customer service; every employee plays a role. Learn how to build a customer-centric culture that exceeds customer expectations and sets ...

Quiq reports nine key customer service challenges, emphasizing setting clear expectations, training for empathy, and ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

Building customer loyalty requires going beyond satisfaction with “wow” moments and anticipatory service. A perfect product, caring service, timeliness and service recovery are keys to satisfied ...

In the digital era, customer interactions with brands span across various touchpoints: Websites, social media, email, in-store visits and mobile apps. As the leader of a digital marketing company, ...

It’s important to ensure everyone has a positive experience with your brand across all touchpoints. A great way to make this happen is by creating a customer journey map. This will provide you with ...

Of the many things that can help drive sales for your business, perhaps few could be more important than customer service. While your core products or services may get most of your attention during ...

The customer success (CS) team is increasingly the custodian of the post-purchase CX. Here’s how to make modern CS teams succeed. If customer experience (CX) is the cornerstone of B2B business ...

Language plays a key role in almost every marketplace interaction. It’s how salespeople talk to prospects, leaders talk to teams, and customer service agents talk to customers. Recently, firms have ...

Brands must ensure customer journeys are as accurate and relevant as possible so customers and prospects can be guided into the appropriate parts of the funnel. Consumers have more options than ever ...

Businesses hope the artificial-intelligence technology behind ChatGPT can turn ordinary chatbots into impressive fonts of information, potentially transforming customer service. But many executives ...