5 Things Customers Expect from Customer Service Interactions

Customer service is not supposed to be reactionary. According to Gannett CMO Andy Yost , “2018 will be the year of servicing consumer needs before they even arise. Brands leveraging the right data and analytics to deliver impactful customer experiences will rise to the top.”

Waffle House’s Hurricane Response and the Value of Reliability

Hurricane Florence wreaked havoc on the east coast. As of September 20th, 2018, the death toll had already climbed to 42 people. North Carolina Governor Roy Cooper says it will take billions of dollars for his state to recover.

Qualities to Look for When Building Your Customer Service Team

Running a company can be complicated–especially when you realize you need to grow your team. The business of customer service has grown consistently, and the US Bureau of Labor Statistics says the number of customer service representatives will have grown by 5% between 2016 and 2026.

What T-Mobile's New Strategy Gets Right about Customer Service

Most people don’t have positive feelings about call centers. Industry research shows that 90% of customers don’t like talking to interactive voice menus , which is a nearly universal experience in corporate customer service.

Beyond the Contact Center: Unlocking Insights with Speech Analytics

A global survey of 500 key decision makers by Opus Research shows the core benefits of making the leap to an omnichannel contact center, such as uncovering actionable business insights on employee-customer interactions.

Best Slack Communities For Customer Service Pros

Slack. Ever heard of it? It’s hard to imagine anyone discovering the platform for the first time. CEO Stewart Butterfield took to Twitter last week to announce the app’s major growth. His tweet indicates that 460,000 of the 2.3

8 Tips To Improve Customer Engagement in 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. Think about what that means for your brand. 71% of customers are ready and willing to part ways with your company. Why aren’t they happy? What can you do to mend the relationship?

Tips 141

5 Customer Service Mistakes Killing Your Business

It’s summertime. The weather is warm. The sun is shining. All is good in the world. Is there anywhere you’d rather be than at home begging a customer service rep to please, please take off that $35.62 maintenance fee that shouldn’t even be there in the first place? Customer Service

What Is a Net Promoter Score, And Should You Implement It in Your Business?

Here at, we’re all about providing better customer service. One industry-standard and simple way to measure the effectiveness of your customer service organization — and your business as a whole — is a Net Promoter Score.

What Twitter’s New Customer Service Tools Mean For You

Think about the last time you had a really great customer experience- did you tell someone about it? What about a bad customer experience? Let’s say that you just got off of a really long flight only to find that your connecting flight to your final destination was overbooked.

Tools 130

Training for Lead Generation, Customer Onboarding and Support

Customer lifecycle training gives customers the knowledge and tools they need to be successful. As customer success and satisfaction grows, so does retention and repeat business. This eBook can help training teams improve or expand their customer training programs.

When Customers “Purr”

I watched my neighbor arrive home to the thrill of his dog. It’s tail cut through the air with the force of jet and the speed of blender. I thought of that old line about wanting to become the person your dog thinks you are. That evening my cat jumped up on the foot of the bed as I was reading the newspaper. The purring was so loud it vibrated the bedroom. I did not just feel loved; I felt totally adored

How to Build an Accurate Product Roadmap with Customer Feedback

Customer experience is everything at If our customers aren’t happy, we aren’t either. One of the most important parts of customer success at is making sure that the voice of our customer is heard and acted on.

How to Use Twitter Polls to Enhance Customer Experience

On Wednesday October 22nd, Twitter announced its plans to roll out Twitter Polls. A more official way to survey your followers, Twitter Polls allows users to act within the tweet rather than request users to favorite or retweet for data.

How To 130

Elegantly Adaptive Service

Early one morning I was in my side yard and walked up on a huge elaborate spider web complete with its designer-tenant. As I approached the artwork, the spider began to vibrate the web sending early morning dewdrops everywhere. The next morning the web was gone without a trace.

Why Conversational AI Is Key to Customer Service in the Customer Experience Era

In today’s hyper-competitive market, every business must become a customer experience-first business. Customer satisfaction has become more important than price or any individual feature. Read the new Tractica white paper to learn how important conversational AI is to your CX strategy.

The Best Slack Communities For Customer Service Pros

Slack. Ever heard of it? Customer Service CX Insights

Generation Z and the Customer Experience: What You Need to Know

Forget everything you think you know about millennials. Generation Z is on the rise and will soon be taking over the consumer market. But what do we really know about them? Marketers have been researching how to connect with Gen Z for years and have identified the group as screen addicts with short attention spans. Customer Experience CX Insights

Groups 116

5 Steps For Navigating Product and Service Changes Successfully

My name is Jason Rueger, and I am small business software/service reviewer for Fit Small Business. I often approach small business software providers as a customer, to get info on their pricing and check out their customer service.

Sales 130

April Fools’ Day 2015: The Brands That Had You Fooled.

Happy April Fools’ Day! Do you have any fun stories yet? Well just wait. April 1st is one of our favorites days of the year.

Brands 130

The Changing Role of CX Testing in Digital Transformation

Speaker: Diego Lo Giudice and Chad Hendren

With new competition emerging every day, businesses are transforming themselves, and using software as a means to drive differentiation. Digital transformation has become a key initiative for businesses across the globe, and CX is ground zero. Register now for this webinar and hear from Cyara and their guest speaker, Diego Lo Giudice of Forrester, how testing and QA practices are changing to enable and accelerate digital transformation.

‘Tis the Season to Surprise and Delight

This month, instead of spotlighting companies who have given our team members outstanding customer service, we decided to highlight our favorite “surprise and delight” campaigns from the 2014 holiday season.

November Customer Service Awards

At , we believe in the transformative power of great customer service. Every month, we like to step back and acknowledge companies and people who have provided our team with exceptional customer service.

October Customer Service Awards

At, we believe in the transformative power of great customer service. Every month, we like to step back and acknowledge companies and people who have provided our team with exceptional customer service.

Take advantage of social media to enhance your business

Guest blog by Shep Hyken: . The technology available in today’s world has added new tools and opportunities to the customer service arena, and one of the most important of these is social media.

Optimizing Customer Experience Data to Drive Business Success

Digital CX is an established practice. It’s time to focus on brick-and-mortar! This eBook covers the impact of CX on location-based businesses and best practices on how feedback is collected and data analytics are turned into insights that drive actionable improvements. Discover new ideas to fuel your business’s top and bottom line! Interview With Buffer

Recently sat down with Buffer Happiness Hero Åsa Nyström to discuss Buffer’s excellent customer service. Listen to the full audio of the interview here: Åsa Nyström ).

4 Steps To A Customer Focused Company Culture

Micah Solomon guest post: . A customer-centered company culture is overwhelmingly resistant to being knocked off by your competition. This makes it more powerful than almost any other competitive advantage, which will likely be ripped off–sooner rather than later.

Just Surprise Me!

Guest blog by Chip R. Bell: How would you like receiving a birthday present without any wrapping or colorful bow…just a Post-it note on the present with handwritten: “Happy Birthday?” What would an Easter egg hunt be like if the location of all the eggs were clearly marked with a red flag?

Customer Service Awards September 15-30

At , we believe in the transformative power of great customer service. Every two weeks we like to step back and acknowledge some of the great companies and people our team comes across in their personal and professional lives.

6 Killer Applications for Artificial Intelligence in the Customer Engagement Contact Center

If Artificial Intelligence for businesses is a red-hot topic in C-suites, AI for customer engagement and contact center customer service is white hot. This white paper covers specific areas in this domain that offer potential for transformational ROI, and a fast, zero-risk way to innovate with AI.

September Customer Service Awards

Here are September’s customer service awards. Debra Mostue – Farmer’s Insurance. People rarely think insurance and “this has been so fun,” but Debra Mostue of Farmer’s Insurance has bucked the trend in a big way. Alex recently bought a motorcycle.

Customer Service Awards August 16-31

Welcome to the second edition of the customer service awards! We are rethinking customer service, and part of that is by making sure that we acknowledge the best customer service we encounter.

6 Easy Tips for Increased Customer Satisfaction

Customer service is hard. It is difficult to adequately train people to dealwith the litany of problems that can spring up on a daily basis at a large company.

Mid-August Customer Service Awards

Here at , we feel like there are a lot of stories about bad customer service, but not enough acknowledging the atypically excellent customer service that people experience from time to time. We had the team sit down and talk about the best customer experiences they’ve had so far in August.

How to Improve Customer Experience in an Era of Choice

Customer experience is quickly becoming the de facto differentiator between successful businesses and the ones that fail. Download this ebook to learn how some of the largest companies in the world are driving better customer experiences.

8 Tips To Improve Customer Engagement in 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. Think about what that means for your brand. Customer Service CX Insights

Tips 100