Customer satisfaction levels in the UK have plummeted to their lowest since 2010, despite heavy investments in experience trends. Your company might be making the same mistakes that get pricey, ...

Reaching a customer segment that wouldn’t typically seek your services requires careful positioning and outreach.

About the interviewee Melissa Fellner is a global consumer marketing director, respiratory biologics, at AstraZeneca. She has more than 20 years of US and global experience in the areas of ...

“We are delivering a service that can make the difference of life or death. A good customer experience could be a determining factor in that outcome” “We are delivering a service that can ...

The chargeback process was originally designed over 50 years ago to protect consumers, but as e-commerce merchants will tell ...

Customer Onboarding process is an important part of client service and sales. Product marketing consists of genuine customer ...

Don't depend on your staff to trigger word-of-mouth by delivering "exceptional customer experience." Good customer service is sporadic, even in the best establishments. The customer who receives ...

“We were able to quantify the impact of a good customer experience on a retailer’s future financial results, and the impact is huge,” he said. “While most retail CEO’s will be evaluating ...

Technical documentation is the unsung hero of customer experience. It doesn’t have a flashy ad campaign or a social media manager. It just sits there quietly, making customers’ lives easier when done ...

A good customer experience may be built on a bedrock of positive personal interactions, but AI has enormous potential to revolutionise what’s possible for contact centre solutions. No business ...

Welcome to the new normal: the antithesis of good business. The 2020-21 pandemic has changed how consumers buy, how they interact with your business, and how you interact with them. It hasn’t been the ...

Employees won’t offer customers consistently good experiences unless they like their job and coworkers, according to Shake Shack founder Danny Meyer.