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Top Stories of the Week: Encouraging Negative Customer Feedback and more

Why you should be asking your customers to say bad things about you, how to impress customers when they have problems you can’t control, why metrics are only half the story in the Customer Experience, the value of cultural transparency for customer satisfaction, and what’s the point of keeping the customer when you’re losing their real business?
January 15, 2016

Top Stories of the Week: 2016’s Customer Experience Trends and more

Get better customer service from companies giving terrible service, how bad IRS customer service will probably be soon, 2016 Customer Experience (CX) trends, CX predictions for the year, and good reasons to invest more in your CX.
January 8, 2016

Top Stories of the Week: Using the Element of Surprise and more

Positive and negative surprises to use on your customers, the what, hows and whys of customer journey mapping, why more valued employees are more engaged employees, putting a dollar figure to the value of customer service tweets, the three dimensions of customer experience.
January 1, 2016

Top Stories of the Week: Customer Care in 2016 and more

Looking ahead to customer care in 2016, how employee satisfaction increases customer satisfaction, how badly data breaches hurt customer loyalty, Facebook’s new business pages customer service, your customer experience New Year’s Resolutions.
December 25, 2015

Top Stories of the Week: Call Center Scheduling Magic and more

How lower overall customer satisfaction affects consumer spending, using customer data sensibly in the customer experience, magical call center scheduling using WFM, digital experience technology success, why multi-generational customer service matters.
December 18, 2015

Top Stories of the Week: Mapping the New Customer Journey and more

The stages in the New Customer Journey, turning millennials into loyal customers, coaching problem employee – yes or no, the importance of retaining customer loyalty, and what to expect in 2016 in Customer Experience.
December 11, 2015

Top Stories of the Week: Using Customer Surveys for Innovation and more

Weekly round-up of the top five most interesting news from the world of customer care.
December 4, 2015

Top Stories of the Week: Six Customer Service Crimes and more

Weekly round-up of the top five most interesting news from the world of customer care.
November 27, 2015

Friday Five: Six Customer Service Training Pillars and more

Weekly round-up of the top five most interesting news from the world of customer care.
November 20, 2015

Friday Five: Steps to Insane Customer Loyalty and more

Weekly round-up of the top five most interesting news from the world of customer care.
November 13, 2015

Friday Five: Best Ways to Listen to Customers and more

Weekly round-up of the top five most interesting news from the world of customer care.
November 6, 2015

Friday Five: Emotionally Motivating Your Customers and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 30, 2015

Friday Five: Customer Service Secrets from Top CEOs and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 23, 2015

Friday Five: Half Of All Employees Clueless about Job and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 16, 2015

Friday Five: Improving the Customer Experience Via Empathy and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 9, 2015

Friday Five: Let Customers Design Their Own Experience and more

Weekly round-up of the top five most interesting news from the world of customer care.
October 2, 2015

Friday Five: Using the Customer Effort Score and more

Weekly round-up of the top five most interesting news from the world of customer care.
September 25, 2015

Friday Five: Adaptability for Contact Center Leaders and more

Weekly round-up of the top five most interesting news from the world of customer care.
September 18, 2015

Friday Five: Reduce Churn the Right Way and more

Weekly round-up of the top five most interesting news from the world of customer care.
September 11, 2015

Friday Five: The Importance of Unified Customer Data and more

Weekly round-up of the top five most interesting news from the world of customer care.
September 4, 2015

Friday Five: Internal Dysfunction Hurts Customer Experience and more

Weekly round-up of the top five most interesting news from the world of customer care.
August 28, 2015

Friday Five: Six Strategies for a Better Customer Experience and more

Weekly round-up of the top five most interesting news from the world of customer care.
August 21, 2015

Friday Five: Customer Service and the Internet of Things and More

Weekly round-up of the top five most interesting news from the world of customer care.
August 14, 2015

Friday Five: What Customers Want Digitally and More

Weekly round-up of the top five most interesting news from the world of customer care.
August 7, 2015

Friday Five: Stop Doing What 75% Of Customers Hate and more

Weekly round-up of the top five most interesting news from the world of customer care.
July 31, 2015

Friday Five: The Four Senses of Customer Service and More

Weekly round-up of the top five most interesting news from the world of customer care.
July 24, 2015

Friday Five: How Amazon Changed Customer Service and More

Weekly round-up of the top five most interesting news from the world of customer care.
July 17, 2015

Friday Five: Steps to Customer Loyalty and More

Weekly round-up of the top five most interesting news from the world of customer care.
July 10, 2015

Friday Five: Tracking Customer Engagement and More

Weekly round-up of the top five most interesting news from the world of customer care.
July 3, 2015

Friday Five: Twitter As Customer Service Center and More

Weekly round-up of the top five most interesting news from the world of customer care.
June 26, 2015

Friday Five: Customer Programs Done Right and More

Weekly round-up of the top five most interesting news from the world of customer care.
June 19, 2015

Friday Five: Employee-Centricity as Customer Service and More

Weekly round-up of the top five most interesting news from the world of customer care.
June 12, 2015

Friday Five: Three Steps to Customer Loyalty, Tracking KPIs, Customer Continuity and More

Weekly round-up of the top five most interesting news from the world of customer care.
June 5, 2015

Friday Five: Speech Analytics to Hit $614 Million, Dark Data, Coaching Data Analysts and More

The speech analytics market is expected to hit $614 million by 2019, dealing with dark data, coaching data analysts to keep it short, speech analytics fighting bank fraud and keeping big data from turning into a trash dump.
May 29, 2015

Friday Five: How to take your customer care to the next level

Friday Five: How to take your customer care to the next level
May 15, 2015