7 Social Listening Hacks to Boost Customer Loyalty

The importance of customer loyalty is unquestionable. Making every customer a satisfied, regular customer is an ultimate goal for business owners. However, fostering true customer...

The Role of AI in Customer Experience

Trends in the customer service space are showing that by the year 2020, the use of chatbots, a form of artificial intelligence, will skyrocket...

Why Good Customer Service Isn’t Enough

You might think that your business has “pretty good” customer service. Congratulations! That's a whole lot better than having “pretty bad” customer service. But...
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The Weakest Link of Customer Service

Some of us remember the lady in the long black trench coat who hosted the short lived but interesting television program called 'The Weakest Link.' A recent service experience made me think of the title of this show.

How to Overcome Brand-Killing Customer Service Glitches

Most of us have experienced them… customer service glitches. Those nasty technological boo-boos that make us want to scream! Now, place yourself in your customers’...

What Makes a Sticky Customer?

There has been some interesting research completed recently which needs to be reported. One of the key findings was that the most important factor in getting customers to return to your site or company or business was identified as "decision simplicity."

Neuroscience Can Be Used to Improve Customer Loyalty

There has been some interesting work done by Dr. Daniel Kahneman, a professor at Princeton University in the area of behavioral economics. One of the phenomena that he has written about, and which has been given much attention is the peak–end rule. This rule provides some excellent guidance for building customer loyalty.

Big Candy Bar Equates to Big Customer Experience

An amenity is something extra you provide your customers. It adds value to their experience. Any company can start to level the competitive playing field by delivering amazing customer service, a great experience and an amenity or two.

10 Tips for Impeccable Customer Service and Repeat Customers

Every business claims they focus on customer service and offer the best to their clients. However, how many really do? If you want to...

Social Media is Changing the Game

The results of the 2014 State of Multichannel Customer Service Survey have been released. The same parameters of time and speed-of-answer are still prominent. The survey sampled responses of 1,000 U.S consumers and noted the following statistics which are consistent with past data:

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