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Even if you don’t maintain a customer-facing role yourself, you’re probably no more than one degree removed from someone who does – and if you know what’s good for your business, you’ll make an effort to check in with the public face of your business each week. But are you making the most of this g Read More

Customer service has become a major inefficiency in tech. It is time to reverse that trend. Use these four tips to provide an unmatched customer experience. Read More

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

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