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Morrys Sarmiento provides us with a comprehensive look at live chat, an underutilized tactic that many small businesses should consider if you have the bandwidth for live customer support. Read More

It's easy to forget that businesses exist to serve the customer and not the other way around. In fact, many businesses say they are customer-focused, but in fact, they still concentrate on their own internal processes and on their products rather than their customers.
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My Hanna Andersson story is about customer service gone wrong. What does it take for you to decide to walk away from a sale? Read More

I recently read an article from The New York Times that discusses how call center agents can now identify their callers’ moods and emotions based on their intonations. As quoted on the article, “It’s not what you say. It’s how you say it.” Read More

By Courtney Gordner

On Thanksgiving, it’s not uncommon for diners to pause before they feast in order to share one thing for which they are thankful. This practice shouldn’t be restricted to your dinner table, though. In fact, Thanksgiving is the perfect time to tell your customers just how muc Read More

Have an angry customer on the phone? Here is a step-by-step guide for small business owners on how to handle an irate customer on the phone. Read more! Read More

By Mary Ann Keeling

In today’s landscape, customers are always looking for ways to be rewarded for being loyal to their favorite brands. And alternatively, companies are searching for ways to boost the level of trust among their customers. Seeing as how tangible items such as loyalty cards creat Read More

An enterprise can’t survive without customers, which is why Customer Relationship Management (CRM) systems have become a must-have tool for savvy business professionals. Read More

When we talk about customer experience management, we tend to think of huge, expensive, complex systems that would seem to be out of reach of most small and medium businesses, but if you can manage the customer experience incrementally using a little common sense, it doesn't necessarily have to be Read More