Many businesses unknowingly lose customers—not because of bad products, but because of the signals they send. One common example? Coffee shops near closing time.
In this post, I’ll break down exactly why that happens, using coffee shops as the case study, and share how a simple shift in behavior can help fix it—boosting both customer satisfaction and sales.
Read MoreAs AI adoption accelerates across industries, a silent trend is growing in the background—employees using unapproved AI tools to ease their daily workload. While the intent is often productivity, the risks are real. Here's how organizations can get ahead of shadow AI and turn it into a strength rather than a threat.
Read MoreIn a world where operational efficiency and customer satisfaction are paramount, choosing the right customer experience (CX) platform is a strategic decision. Budget-friendly tools are appealing on the surface, but can often mask hidden costs and long-term inefficiencies. Drawing from over a decade of hands-on experience with platforms like Zendesk, this article explores why low-cost CX tools may end up costing more—financially and operationally—than their premium counterparts.
Read MoreCustomer service success goes far beyond having efficient workflows, seamless tools, or even a comprehensive knowledge base. At the core of service quality lies the human element: the team members who interact directly with customers. Improving the soft skills of these individuals is key to delivering exceptional customer experiences.
Read MoreIn an era where customer interactions can go viral in seconds, a single video clip can ignite widespread debate about how far customer service should go. A recent Reddit clip showed a heated encounter between a customer and staff, raising an age-old question: Is the customer always king?
Read MoreIn 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.
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