As businesses shift from a product-centric focus to a customer-centric focus, the customer lifecycle has emerged as a framework to describe the stages – over time – of the relationship …

Two of the biggest downfalls of customer service training are that the subject is either swept under the “welcome mat” or it is treated as a special training event only.

Customer discovery involves defining and prioritizing personas and is applicable to both early-stage companies and big companies when developing new products, seeking to target new …

Customer Service Standards are a set of agency expectations for dealing with a customer. These standards come from information gathered regarding what customers expect, what customers …

Businesses aiming to improve customer loyalty should focus on delivering the three key aspects of good customer experience – speed to resolution, resolving issues without a human agent, …

Customer-care functions that can excel at personalization, sincerity, empathy, and the quick resolution of requests can better differentiate their company from the competition. In the past, …

Customer Journey Mapping is growing in popularity in the customer experience space, and it’s no surprise. It’s a valuable tool in helping companies develop an achievable plan to fix the …