Articles
Tag: customer service
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B2B Customer Experience Is Catching Up, But Still Has a Long Way to Go
A recent survey of 1,000 B2B Sales executives sheds light on what forward-looking B2B organizations should be focusing on today.
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How 2 Companies Transformed Bad Customer Experiences
Two very different experiences turned this author from an unhappy customer to a brand advocate.
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Customer Experience Has No Start and No End: Jim Kalbach of MURAL
Jim Kalbach, head of customer experience at MURAL, talks CX design, the importance of corporate culture and more in this interview.
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Learning From Our Chatbot Implementation Mistakes
Pushy chatbots who keep popping up are counter-effective and could be costing you potential customers.
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Fix Live Chat Before it Loses Its Way
Live chat can deliver an exceptional customer experience, but only when implemented correctly.
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How Technology Can Humanize Sales
A look at how businesses can make sales more human while incorporating smarter technologies.
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Use Design Thinking to Put Yourself in Your Customers' Shoes
Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization.
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Why Your Approach to Chatbot and IVR Projects Is All Wrong
Turns out, if you approach an IVR or a chatbot system project as you would onboarding a new hire, the benefits are even greater.
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The Digital Marketing Maelstrom Is Pushing the Discipline Forward
Disregarding customer interests for short-term gains will end up costing you far more than you gained.
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How to Turn Resistant Customers Into Adopters
How can we develop solutions that compel customers to break from the familiar and adopt something better?
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Support and Service Is the Digital Brand
Customer service is consistently the least valued area of a business. Why? Because businesses still do not value their customers.
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How to Deliver Terrible, Horrible, No Good, Very Bad Customer Experience
It's easy to deliver horrible service if you follow these tips.
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Deliver What Millennial Customers Really Want: Convenience
Millennials are looking for convenience, and rigid product and service verticals are failing to provide them with that.
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Great Customer Journeys Begin With the Right Tools
The customer journey should begin with a well-rounded communication strategy.
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