Despite the elegant technology companies have at their fingertips, the customer journeys they offer are often far from slick. The common complaints of today...
An inscribed clay tablet, kept in the British Museum, is widely believed to be the world’s first recorded customer service complaint. Inscribed are the...
Ten years ago, customer service was usually relegated to an outsourced contact centre. Today’s proliferation of “Customer Heroes”, “Customer Success Managers”, “Customer Experience Consultants”...
Everyone thinks theirs is great, but the majority disappoint. (Customer service, that is.) The truth is, in the age of the empowered consumer, customer...