Below, I share (and answer) the most interesting questions I’ve been asked recently at the end of a customer service training workshop or keynote speech; in the course of an onsite customer service ...

Surveys are a major part of a voice of the customer (VoC) program. Here are some considerations — and questions — you should consider. Companies that don’t measure the impact of Voice of the Customer ...

AI chatbots are growing in popularity and capabilities. What potential do they have to improve customer experience (CX) by answering questions and holding conversations? Whatcha got, ChatGPT? We ...

Building an effective customer service program starts with the attitudes of your customer service representatives. Customers are more likely to respond in a positive way when your customer service ...

Today’s consumers expect personalized service and an excellent customer experience when purchasing products and services and interacting with brands. To foster customer loyalty, satisfaction and ...