You can measure customers’ attitudes in two ways. One way to measure customer satisfaction, say, is to use an intentional approach where standard questions ask about their level of satisfaction. This ...

If there's one word that stabs me in the ears and makes me don my Customer Service Avenger tights and cape, it's "can't." It's a filthy word that should be avoided at all costs. I had a series of ...

Customer influence and expectations have never been greater than in today's 24/7, Web 2.0, cyberconnected world. Whether marketers are listening to their customers or not, positive and negative ...

Got a consumer complaint? If you want to resolve your problem quickly, then never use these five words. But if you do, you'll spend an average of 8.3 minutes more on the phone. And you may never fix ...

There’s a straightforward rule of customer service–never make your customer feel like an idiot. This might seem obvious, but if you’re not careful, it’s pretty easy to send this message ...

Here are four steps you can take to increase and leverage word of mouth about your product or service. Word of mouth is still the number one way to get customers. Small businesses are all about the ...

As we look ahead to 2021 and beyond. these six words can provide a guideline for those of us in customer experience leadership positions. I recently spent some time rereading various articles and blog ...