Customer Service JASON ATEN
Chick-fil-A Made a Change That Will Make Some Customers Very Unhappy. It's the 1 Thing No Company Should Ever Do
If you're going to make a change, be upfront and transparent with your customers.
Chick-fil-A Made a Change That Will Make Some Customers Very Unhappy. It's the 1 Thing No Company Should Ever Do
If you're going to make a change, be upfront and transparent with your customers.
Customer Service JESSICA STILLMAN
Customers' Rage Is at an All-Time High and They're Out for Revenge
A new survey should serve as a warning to businesses looking to cut customer service costs to boost profits.
Customers' Rage Is at an All-Time High and They're Out for Revenge
A new survey should serve as a warning to businesses looking to cut customer service costs to boost profits.
Customer Service JASON ATEN
Patagonia Sent an Email to Customers. These 6 Words Are a Brilliant Reminder of Why the Company Is So Beloved
Is the thing you're building made to last?
Patagonia Sent an Email to Customers. These 6 Words Are a Brilliant Reminder of Why the Company Is So Beloved
Is the thing you're building made to last?
Customer Service ROBERT MESMER
Why Your PITA Customer Is Your Best Friend
You can learn something from every customer, even the bad ones.
Why Your PITA Customer Is Your Best Friend
You can learn something from every customer, even the bad ones.
Customer Service MARTIN ZWILLING
6 Keys To Ramping Up Your Customer Service From Average to Exceptional
Today's customers and clients rank businesses by total customer experience versus just service.
6 Keys To Ramping Up Your Customer Service From Average to Exceptional
Today's customers and clients rank businesses by total customer experience versus just service.
Customer Service BILL MURPHY JR.
Jeff Bezos: 'The Most Important Single Thing Is to Focus Obsessively on the Customer'
The Amazon co-founder always made his top priority clear.
Jeff Bezos: 'The Most Important Single Thing Is to Focus Obsessively on the Customer'
The Amazon co-founder always made his top priority clear.
Customer Service MARIO CIABARRA
Let Your Customers Guide Your Business Strategy
The best companies have always done the simplest of things: Listen to their customers.
Let Your Customers Guide Your Business Strategy
The best companies have always done the simplest of things: Listen to their customers.
Customer Service JOEL GOLDSTEIN
5 Retail Trends to Follow in 2023
While there is no certainty in retail, it's vital to know what to expect this year.
5 Retail Trends to Follow in 2023
While there is no certainty in retail, it's vital to know what to expect this year.
Customer Service JIM SCHLECKSER
3 Things You Need to Do to Keep Customers
Customer retention comes down to managing these key points.
3 Things You Need to Do to Keep Customers
Customer retention comes down to managing these key points.
Customer Service AARON TEMPLER
3 Marketing Lessons From Zappos' Social Media Team
How they perceive – and generate – value will surprise you.
3 Marketing Lessons From Zappos' Social Media Team
How they perceive – and generate – value will surprise you.
Customer Service YOUNG ENTREPRENEUR COUNCIL
How to Get the Most Value Out of Great Reviews
Positive reviews are an accomplishment, but they only have power if put to use.
How to Get the Most Value Out of Great Reviews
Positive reviews are an accomplishment, but they only have power if put to use.
Customer Service NICK HAWKINS
How Illumix's Unusual Approach to Consumer Research Helped It Launch Its First AR Game in Just 9 Months
Kirin Sinha has been banned from several malls – and Reddit – because of this approach.
How Illumix's Unusual Approach to Consumer Research Helped It Launch Its First AR Game in Just 9 Months
Kirin Sinha has been banned from several malls – and Reddit – because of this approach.
Customer Service JASON ATEN
With Just 9 Words, Delta Air Lines Gave a Masterclass in How to Talk to Customers
Even when things go wrong, these simple words can help make them right.
With Just 9 Words, Delta Air Lines Gave a Masterclass in How to Talk to Customers
Even when things go wrong, these simple words can help make them right.
Customer Service MINDA ZETLIN
A 29-Year-Old TikTok Star Just Taught Apple a Valuable Lesson. Every CEO Should Take Note
5 million people watched Paris Campbell's video on how to deal with a stolen iPhone. Apple was not pleased.
A 29-Year-Old TikTok Star Just Taught Apple a Valuable Lesson. Every CEO Should Take Note
5 million people watched Paris Campbell's video on how to deal with a stolen iPhone. Apple was not pleased.
Customer Service JASON ATEN
Delta Lost 1,000 Pieces of Luggage. The Airline's Response Was a Stroke of Genius
Coming up with a 'creative solution' is the least you can do.
Delta Lost 1,000 Pieces of Luggage. The Airline's Response Was a Stroke of Genius
Coming up with a 'creative solution' is the least you can do.
Customer Service CHRISTINE LAGORIO-CHAFKIN
How to Recall a Product Without Alienating Your Customers
Experts say a recall doesn't have to be the death knell of your company. But maintaining consumer trust takes both planning and deft, empathic communication.
How to Recall a Product Without Alienating Your Customers
Experts say a recall doesn't have to be the death knell of your company. But maintaining consumer trust takes both planning and deft, empathic communication.
Customer Service ROBIN CAMAROTE
1 Simple Exercise to Better Understand Your Customer's Experience
Tweak or reinvent? Determine what's next for your offering.
1 Simple Exercise to Better Understand Your Customer's Experience
Tweak or reinvent? Determine what's next for your offering.
Customer Service KELLY MAIN
Southwest Airlines Vowed Not to Overbook Flights. What It's Doing Now Is Far Worse
The company's policies provide a vital lesson about how not to treat your customers if you want to hold on to them.
Southwest Airlines Vowed Not to Overbook Flights. What It's Doing Now Is Far Worse
The company's policies provide a vital lesson about how not to treat your customers if you want to hold on to them.
Customer Service JASON ATEN
On this Flight, Delta Just Did Something Unheard Of. It's How Every Business Should Treat Its Customers
How much is a little inconvenience worth?
On this Flight, Delta Just Did Something Unheard Of. It's How Every Business Should Treat Its Customers
How much is a little inconvenience worth?
Customer Service MINDA ZETLIN
A Chewy Customer Got Something Completely Unexpected. It Was a Major Lesson in Leadership
Her tweet about it has been liked more than 722,000 times.
A Chewy Customer Got Something Completely Unexpected. It Was a Major Lesson in Leadership
Her tweet about it has been liked more than 722,000 times.
Customer Service JORDAN HICKEY
How to Use Discord to Build Community and Get New Ideas From Your Customers
Brothers Eddie, Brian, and Eric Nam, founders of podcasting startup Dive Studios, offer tips on turning the social platform into a valuable tool for engaging and growing your audience.
How to Use Discord to Build Community and Get New Ideas From Your Customers
Brothers Eddie, Brian, and Eric Nam, founders of podcasting startup Dive Studios, offer tips on turning the social platform into a valuable tool for engaging and growing your audience.
Customer Service AMY BALLIETT
4 Lessons CX Experts Should Glean From the NYC Grubhub Debacle
When Grubhub offered NYC residents free lunch on May 17th, they had no idea it would become the Fyre Festival of food delivery.
4 Lessons CX Experts Should Glean From the NYC Grubhub Debacle
When Grubhub offered NYC residents free lunch on May 17th, they had no idea it would become the Fyre Festival of food delivery.
Customer Service AMY BALLIETT
The Verdict is In. Customer Service isn't Human Enough
Does your organization's customer service strategy sacrifice humanity for the sake of efficiency? Here are three ways to adjust.
The Verdict is In. Customer Service isn't Human Enough
Does your organization's customer service strategy sacrifice humanity for the sake of efficiency? Here are three ways to adjust.
Customer Service AMY BALLIETT
Level Up Your CX Game with These 4 Content Types
If you're looking to take your strategy to the next level, these content types can be your secret weapon.
Level Up Your CX Game with These 4 Content Types
If you're looking to take your strategy to the next level, these content types can be your secret weapon.
Customer Service SONIA THOMPSON
Your Customers Are Not the Same. Should You Be Treating Them As if They Are?
Identify when its is better to treat customers the same, and when to treat them differently. More of them will feel like they belong when you do.
Your Customers Are Not the Same. Should You Be Treating Them As if They Are?
Identify when its is better to treat customers the same, and when to treat them differently. More of them will feel like they belong when you do.
Customer Service KENNY LAO
No, the Customer Is Not Always Right. Here's What I Learned From My Worst Customer
How to learn turn your most reviled customer into your best teacher.
No, the Customer Is Not Always Right. Here's What I Learned From My Worst Customer
How to learn turn your most reviled customer into your best teacher.
Customer Service JASON ATEN
On this Southwest Airlines Flight Almost Everything Went Wrong. The Company's Response Is the Best I've Seen Yet
Don't wait for your customers to complain to do the right thing.
On this Southwest Airlines Flight Almost Everything Went Wrong. The Company's Response Is the Best I've Seen Yet
Don't wait for your customers to complain to do the right thing.
Customer Service REBECCA DECZYNSKI
Customer Service Is More Critical Than Ever--And This Software Says It Can Beat Worker Burnout
Preliminary data shows that it helps improve productivity and customer satisfaction.
Customer Service Is More Critical Than Ever--And This Software Says It Can Beat Worker Burnout
Preliminary data shows that it helps improve productivity and customer satisfaction.
Customer Service JESSICA STILLMAN
5 Commandments of Great Business Writing
Great business writing isn't just about style. It's about survival.
5 Commandments of Great Business Writing
Great business writing isn't just about style. It's about survival.
Customer Service ANDY MACMILLAN
How Companies Treat Customers Too Often Resembles Netflix's 'Don't Look Up'
Businesses risk big trouble if they change offerings in ways that fail to see things through their customers' eyes.
How Companies Treat Customers Too Often Resembles Netflix's 'Don't Look Up'
Businesses risk big trouble if they change offerings in ways that fail to see things through their customers' eyes.
Customer Service KRISTEN DURHAM
A Hot Startup Market Demands You Prioritize Customer Experience. Here's How
Stand out from your competition by committing to the three key pillars of great customer experience.
A Hot Startup Market Demands You Prioritize Customer Experience. Here's How
Stand out from your competition by committing to the three key pillars of great customer experience.
Customer Service JASON ATEN
Delta Air Lines Just Made an Unprecedented Change That Should Make Customers Very Happy. Every Airline Should Follow Its Lead
The company will extend the time you have to rebook unused tickets through the end of 2023.
Delta Air Lines Just Made an Unprecedented Change That Should Make Customers Very Happy. Every Airline Should Follow Its Lead
The company will extend the time you have to rebook unused tickets through the end of 2023.
Customer Service JON PICOULT
5 Psychology-Based Ways to Make Customers Obsessed With Your Product
In my new book, I outline 12 principles for leaving a lasting impression.
5 Psychology-Based Ways to Make Customers Obsessed With Your Product
In my new book, I outline 12 principles for leaving a lasting impression.
Customer Service JOHN E. DISCALA
Frequent Travelers Aren't Guaranteed Elite Status Anymore. Here's Why
Flying often is no longer the easiest (or guaranteed) way to get coveted preferred status at select airlines. Here's what airlines are doing to keep their customers loyal.
Frequent Travelers Aren't Guaranteed Elite Status Anymore. Here's Why
Flying often is no longer the easiest (or guaranteed) way to get coveted preferred status at select airlines. Here's what airlines are doing to keep their customers loyal.
Customer Service MINDA ZETLIN
Furious Customers Are Suing Hertz for $529,675,000. Here's the Lesson Every CEO Should Learn
Some say they spent time in jail because of Hertz's cost-cutting measures.
Furious Customers Are Suing Hertz for $529,675,000. Here's the Lesson Every CEO Should Learn
Some say they spent time in jail because of Hertz's cost-cutting measures.
Customer Service JASON ATEN
Delta Just Brought Back 1 of the Best Things that Disappeared During the Pandemic
Let your customers help you recognize your best employees.
Delta Just Brought Back 1 of the Best Things that Disappeared During the Pandemic
Let your customers help you recognize your best employees.
Customer Service JEFF STEEN
Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don't Understand
Ensuring your customers have the best possible experience — and come back for more — isn't about spending more money on staff and technology. It's about getting "service" right.
Seth Godin Reveals the 1 Truth About Customer Service Most Companies Just Don't Understand
Ensuring your customers have the best possible experience — and come back for more — isn't about spending more money on staff and technology. It's about getting "service" right.
Customer Service JASON ATEN
Verizon is Tracking iPhone Users by Default and There's Nothing Apple Can Do. How to Turn It Off
It's happening on Android too.
Verizon is Tracking iPhone Users by Default and There's Nothing Apple Can Do. How to Turn It Off
It's happening on Android too.
Customer Service PATRICK WOODS
Why Community Is Your Best Growth Strategy for 2022
All companies have a community around them-- whether you choose to engage with it or not. Here, how you can use your most loyal customers as a driver for fast-growth.
Why Community Is Your Best Growth Strategy for 2022
All companies have a community around them-- whether you choose to engage with it or not. Here, how you can use your most loyal customers as a driver for fast-growth.
Customer Service MARIA HAGGERTY
4 Ways to Mitigate Supply Chain Disruptions
No one knows when supply chain operations will return to normal. Here's what to do in the meantime.
4 Ways to Mitigate Supply Chain Disruptions
No one knows when supply chain operations will return to normal. Here's what to do in the meantime.
Customer Service JASON ATEN
With Just 1 Word United Airlines' CEO Revealed A Brilliant Plan to Beat Its Competition. Every Business Should Copy It
Quality means more than just getting there on time.
With Just 1 Word United Airlines' CEO Revealed A Brilliant Plan to Beat Its Competition. Every Business Should Copy It
Quality means more than just getting there on time.
Customer Service JASON ATEN
This Toxic 6-Word Phrase Is Killing Your Leadership. It's a Sign You Lack Emotional Intelligence
This isn't the apology you think it is.
This Toxic 6-Word Phrase Is Killing Your Leadership. It's a Sign You Lack Emotional Intelligence
This isn't the apology you think it is.
Customer Service MARCUS COOK
Is Experiential Marketing the Future of Retail?
In today's business landscape, retail brands cannot succeed if they don't take into consideration the customer buying experience.
Is Experiential Marketing the Future of Retail?
In today's business landscape, retail brands cannot succeed if they don't take into consideration the customer buying experience.
Customer Service JASON ATEN
LEGO Customers Lose Millions of Pieces a Year. The Company's 4-Word Response Is the Best I've Ever Seen
Have fun and deliver on your promises.
LEGO Customers Lose Millions of Pieces a Year. The Company's 4-Word Response Is the Best I've Ever Seen
Have fun and deliver on your promises.
Customer Service GABRIELLE BIENASZ
Here's What Customers Love, and Hate, the Most About Online Shopping
In a new survey, 1,000 online shoppers weighed in on their biggest sources of delight and frustration in e-commerce.
Here's What Customers Love, and Hate, the Most About Online Shopping
In a new survey, 1,000 online shoppers weighed in on their biggest sources of delight and frustration in e-commerce.
Customer Service JASON ATEN
Delta Air Lines Is Introducing a Change That Is Upsetting Its Best Customers. It's the 1 Thing No Company Should Ever Do
If you're making the customer experience worse, you're doing it wrong.
Delta Air Lines Is Introducing a Change That Is Upsetting Its Best Customers. It's the 1 Thing No Company Should Ever Do
If you're making the customer experience worse, you're doing it wrong.
Customer Service AMRITA KHALID
3 Downsides to Those QR Codes You're Seeing Everywhere
More businesses are using QR codes as a contactless way of interacting with customers. But the technology has its drawbacks.
3 Downsides to Those QR Codes You're Seeing Everywhere
More businesses are using QR codes as a contactless way of interacting with customers. But the technology has its drawbacks.
Customer Service INC. STAFF
How to Use Technology to Improve Customer Service
More companies are using technology to handle customer service in an efficient and cost-effective way. Here's how you can use data management and analytics and insight-driven marketing to improve your customer care systems.
How to Use Technology to Improve Customer Service
More companies are using technology to handle customer service in an efficient and cost-effective way. Here's how you can use data management and analytics and insight-driven marketing to improve your customer care systems.
Customer Service BRENDA PORTER-ROCKWELL
How to Choose CRM Software
Managing customer relationships can be a daunting task but also a very rewarding one. Luckily, there's business software that will help you. Here's how to select the right customer relationship management software for your business.
How to Choose CRM Software
Managing customer relationships can be a daunting task but also a very rewarding one. Luckily, there's business software that will help you. Here's how to select the right customer relationship management software for your business.
PEAK PERFORMANCE
