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Trade shows are a fantastic place to get up to date on all of the latest technology, best practices and ideas in your + Read More about keynote learnings from icmi expo 2018: ernesto salas, disney institute

Introduction We’ve heard it so many times it’s become a cliché: “The early bird catches the worm.” For retailers, this old saying rings + Read More about get ready for the shopping season with these 10+ tips

Welcome to the first of a new series of monthly posts where I will be looking at the best of Customer Service, Customer + Read More about 5 top customer service articles for the month of may 2018

High employee turnover is a problem many executives face – and an expensive one too. It costs 21% of an employee’s salary to + Read More about how to increase new hire retention

Introduction In the news and on social media, it seems like there’s a war raging between the generations. Baby Boomers have accused Millennials + Read More about baby boomers, millennials and more: here’s how to manage a multigenerational workforce

Much has been studied, discussed and debated about keeping customers satisfied and loyal to your brand. In the past, people believed that providing + Read More about how to be a low effort company

One often overlooked aspect of customer service is sourcing customer feedback. What many managers don’t understand is that customers are often willing to + Read More about how to capitalize on customer feedback

A long-held belief is that exceptional customer service will bring with it extraordinary loyalty. This is something we’ve always believed to be true + Read More about the satisfaction vs effort paradox: reviewing “lessons from the mouse” & “the effortless experience”

While the internet has opened up new markets for businesses around the world, it has also allowed competition from companies globally. In the + Read More about how to measure customer experience: csat, nps and more

The success of a customer support team is heavily reliant on customer service reports, metrics and KPIs. Reports help managers to gauge the + Read More about customer service kpis, metrics and more: how to build an effective reporting system

Does customer delight lead to customer loyalty? Many managers would say yes – the concept of delighting customers to cement loyalty has been + Read More about why customer delight is the wrong strategy

One way to achieve customer service consistency is to create a knowledge base as a single, infallible point of knowledge for customers or + Read More about knowledge base examples: 6 tips for clean, professional kbs

Choosing a customer engagement software solution can be daunting. But you’re not alone — we’ve compiled this checklist of things to consider when + Read More about choosing my solution: a customer engagement software checklist

It happens to many businesses. Imagine you’ve purchased what seems like the perfect customer engagement software for your company — the one that + Read More about what’s the catch? — 11 hidden pitfalls of your favorite customer engagement tools

Creating a knowledge base is a great way to offer quick solutions for your customers and ease the strain on your customer service + Read More about building the perfect knowledge base template article

A knowledge base is a great way of communicating with customers. When written well, it helps direct customers straight to the information they + Read More about what do i need to know to create a knowledge base?

Out of all the customer engagement software tools that are out there, which one is right for your company? The question is a + Read More about salesforce, hubspot, zendesk and more — which customer engagement software is right for me?

As companies everywhere see growing customer demand for self-service functionality in addition to their core service or support channels, knowledge bases play a + Read More about what is a knowledge base and why is it useful?