The moment a new customer signs the dotted line committing to a business-to-business product or service, their optimism is at an all-time high. After weeks of effort and significant stakeholder ...

Charter UK, a provider of enterprise complaint and feedback management software, today releases new research highlighting that understanding customers is the biggest challenge facing the Customer ...

While customers may sometimes be wrong, it’s more important to focus on resolving their concerns without making them feel dismissed. Using respectful language and acknowledging the customer’s ...

Doing a deep dive into what makes companies tick – and grow and thrive – is an interesting exercise in human nature. One of the things we are most likely to encounter when we begin working with a ...

Understand innate reactions. Customers are people, and like all human beings, have subconscious reactions to their environment. Improve CX through customer behavior. A psychological lens can help CX ...

Social listening is the process of monitoring and analyzing social media conversations to understand customer needs and preferences. It is a valuable tool for businesses of all sizes, as it can help ...

The attitudes and priorities of the next generation of consumers are being shaped by an intense focus on a different set of dynamics from their predecessors. While Gen-X and Millennials navigated the ...

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Emotion is the driving force in today’s buying process, and sparking the right emotions can attract new leads to your business. Customers tend to make choices based on their feelings toward a product ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...

The contact center industry, which stood still for the better part of several decades, has constantly changed for the past decade and a half. Contact centers were once voice-only, on-premises ...

Both customers and service providers must grasp the difference between a technology “deployment” and an “installation” to avoid shortcomings in security system usability, reliability, and operational ...