Top 10: Service and Support

Top 10 most viewed posts published in the past year, for this category.

7 Things You Should Never, Ever Share With Your Customers

In business, it is crucial to cultivate positive relationships with customers to win their loyalty. This relationship is built through constant engagement and interaction...

Case Study: Delta Airlines – When Digital Customer Experience Goes Bad

There’s little debate as to the critical nature of getting digital customer experience right. There isn’t a customer experience professional, IT leader or shareholder-focused...

The Difference Between Customer Service and the Customer Experience

Something serious has come to my attention: Some organizations still don’t know the difference between customer service and the customer experience for the contact...

How to Improve Customer Service Training by 900%

Imagine your employees need customer service training.You want to hire a professional. Someone who can share cutting-edge concepts and really fire up the team. The...

Hire Employees Your Customers Will Love: 3 Companies Share Onboarding Best Practices

Building a customer-first company involves every part of the business. Employees across teams and levels need to believe in the...

Seven Effective Practices For Preventing Customer Rage

“What we’ve got here is a failure to communicate”. That is a reference to the 1967 movie Cool Hand Luke, and my assessment after...

5 Reasons Why Your Customer Service Should Include Chatbots

It’s an exciting time to be involved the customer service and communications space. There are more ways to interact with a brand than ever...

7 Companies Whose Customer Service Makes Us Swoon

Last week, a bunch of fellow #ICMIchat-ers and I met to discuss our customer service crushes, just in time for Valentine’s Day. Some of...

13 Ways To Calculate The True Cost of Customer Service

You've heard the heady numbers.For example, a 2014 NewVoiceMedia study revealed that U.S. businesses lose $41 billion per year due to poor customer service....

Forrester’s Top Trends For Customer Service In 2016

It’s a no-brainer that good customer service experiences boost satisfaction, loyalty, and can influence top line revenue. Good service — whether it's to answer...

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