Often times when I go to the Taco Bell in Ithaca, I usually enjoy having a couple of laughs with the person taking my order. That’s all it takes. If we can have a genuine 20 second conversation, ...

Along with many other long-held notions, the Covid-19 pandemic has forced us to reassess many of our assumptions about the customer experience. First of all, we’ve seen an incredibly fast and seismic ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

How to Measure and Improve Customer Service for Growth High-quality customer service is often a defining factor in a company’s success. At its core, customer service is about meeting the expectations ...

Tapping into natural language understanding (NLU) technology as part of an overall approach to managing customer relations improves the experience that businesses provide to their customers. In a 2020 ...

Customer sentiment is the emotional tone or attitude expressed by customers toward a brand, product or service. Understanding this can give companies a significant advantage in shaping business ...

“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 ...

By J. N. Halm In the world of customer service, feedback is the breakfast of champions. Managers across industries regularly provide feedback to their employees, hoping to shape behaviour, improve ...

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 ...

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 ...