In an age where companies invest heavily in acquiring new customers, it’s surprising how often those same customers quietly leave. The common wisdom has long been that customer delight—creating standout, memorable experiences—is the key to loyalty. But recent research challenges this assumption. Instead, it suggests that reducing the effort customers must exert to get what they need may be far more powerful.
Read MoreCustomer loyalty is often hailed as the holy grail of business success — but is it truly real, or just a comforting myth? Is it discounts, habit, or something much deeper? By exploring real-world examples, from Tesla to Apple, we uncover the truth behind customer devotion.
Let’s rethink what loyalty really means in the modern age.
Efficient ticket routing is at the heart of any high-performing customer service operation. The way you assign incoming tickets to your agents affects not only how quickly issues are resolved but also the morale of your team and the overall customer experience.
Read MoreCustomer experience is at the heart of any successful business. Renowned author and entrepreneur Seth Godin has long been a voice of influence in marketing and sales, and his perspectives continue to shape how businesses interact with their customers. In a recent discussion, Godin shared key insights on what defines customer experience and how businesses can improve it.
Read MoreIn 2025, the business landscape is more competitive than ever. Rapid technological advancements, increasing customer expectations, and market saturation make it essential for companies to focus on customer retention. While attracting new customers is important, retaining existing ones is far more cost-effective—acquiring a new customer costs five times more than keeping an existing one. Additionally, a small 5% increase in customer retention can boost profits by anywhere from 25% to 100%. This makes customer retention a critical component of sustainable business growth.
Read MoreUnderstanding your customer service data is crucial for making informed decisions. However, skewed data can paint a misleading picture, leading to poor strategies and inefficiencies. One major culprit is how outliers affect key metrics like Average Handling Time (AHT) and Median Handling Time (MHT). In this post, we’ll break down how skewed data impacts your reports and how to interpret it correctly. Let’s dive in!
Read MoreRetailers face a staggering challenge with product returns, amounting to an estimated $890 billion annually. Returns not only impact businesses financially but also contribute to environmental concerns due to increased transportation and packaging waste. This article explores practical strategies to minimize returns while maintaining a positive customer experience.
Read MoreThe rise of AI-driven automation has sparked concerns about job security in the customer service industry. With chatbots and virtual assistants handling an increasing number of tasks, many wonder whether AI will replace human representatives entirely. While some roles may become obsolete, AI is also creating new opportunities that require human oversight and expertise. Understanding these shifts is essential for those looking to stay relevant in this evolving landscape.
Read MoreCustomer expectations are evolving faster than ever. In 2025, people don’t just want great products or services—they want meaningful interactions, trust, and convenience. With AI, automation, and digital experiences becoming the norm, brands that focus on building real relationships will stand out. If you want loyal customers who love your business, here are five key areas to focus on.
Read MoreSelling online has become more competitive than ever, and businesses need to adopt effective strategies to increase their sales. By integrating systems, improving customer service, simplifying the buying process, and leveraging automation, companies can enhance the customer experience and drive more conversions. Here are key strategies to sell more online in 2025.
Read MoreHave you ever ordered a small fries at Five Guys and then noticed an unexpected mountain of extra fries in your bag? It feels almost like a happy accident—a little bonus that makes your day feel extra special. But what if I told you it wasn’t an accident at all, but a carefully engineered customer experience trick? Welcome to the world of Five Guys’ ingenious marketing strategy.
Read MoreThe social media landscape is shifting dramatically in early 2025, with Blue Sky emerging as a major player amidst political and social changes. Having spent over 15 years analyzing customer experience, I want to share my insights on this rapidly growing platform that's gaining around a million users daily and has already reached 27 million users.
Read MoreThe world of customer experience continues to evolve at a rapid pace. As we enter 2025, it's time to reflect on our previous predictions and look ahead to what's coming. With over 15 years in customer experience and having closely monitored these changes, let's examine how our 2024 predictions played out and what we expect for 2025.
Read MoreRory Sutherland, Vice Chairman of Ogilvy UK and author of "Alchemy," recently shared his thoughts on a troubling trend in customer service management. His insights, combined with real-world experiences, highlight a critical issue in how businesses approach customer interactions.
Read MoreIn the evolving landscape of customer experience software, two titans stand out: Zendesk and Salesforce. Let's dive into what makes each platform unique and how they stack up against each other.
Read MoreAI is a buzzword that has captivated many industries, including customer experience, but it remains far from perfect. While it generates humanlike responses, it still struggles with accuracy, nuance, and ethics. Here are some key reasons why AI, despite its impressive capabilities, still feels like smoke and mirrors.
Read MoreNavigating customer support can feel like solving a complex puzzle. As someone who's spent 15 years in customer experience, I'm here to share the insider secrets to getting the help you need—quickly and effectively.
Read MoreIn our rapidly evolving digital landscape, how we ask for support has transformed dramatically. Let's explore the support channel preferences of different generations, from the Greatest Generation to Generation Alpha.
Read MoreCustomer service is the heartbeat of any business—a challenging role that requires skill, empathy, and strategic thinking. Here's a comprehensive guide to not just surviving, but thriving in customer service.
Read MoreEver wondered why some customer service teams struggle while others thrive? It's not about superhuman abilities or fancy tech – it's about tackling the everyday hurdles that slow teams down.
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