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A study into the uses and effectiveness of Twitter as a support channel. Is it just used to calm angry users, or is it to meet customers on their own level?
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User onboarding can be a great way of reducing support queries. Here we look at four questions to ask to see if you're truly ready to take on the challenge!
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While the common trope tells us that “the customer is always right,” in the real world that isn’t always the case. At the same time, with the advent of public forums like Yelp and Facebook, anyone who is unhappy with your service can instantly share their opinion with a wide audience. For these rea Read More

Chatbots are artificial intelligence computer programs used via a mobile device or a desktop computer. They simulate an “intelligent” conversation with a human via text or audio and can change the way you interact with the Internet. You can actual Read More

Getting customers to talk positively about your business is the best way to increase sales. So, why not partner with your customers to improve your product or service? Read More

Altimeter Group’s Principal Analyst Brian Solis is dedicated to creating change within brands and bringing customer experience into the spotlight. The first step, Solis told Loyalty360 in a recent discussion, is to define the CX problem and use that to guide solutions. More specifically, he challen Read More

If you’re an old geezer like me, you might remember the theme song of the 1980s sitcom “Cheers”. It says that “sometimes you want to go where everybody knows your name”. When it comes to retail, most clients want just that. Read More

There's a trend toward self-service options in many industry's today. But before implementing such options in your business, beware of the trap that could ruin customer experience and tarnish your brand. There are certainly times when self-service is the way to go. But first read this post from Se Read More

Even negative customer interaction is still engagement. Turn those connections around and create customer loyalty with the right attitude and follow through. Read More