Cofounder and CEO of PissedConsumer, a review platform that helps consumers be heard and brands improve their customer service processes. Your customer service team mans the frontline upon which you ...

The stakes for delivering exceptional customer experiences are getting increasingly higher, with XM Institute finding that poor customer service is costing companies $3.7 trillion each year. Coupled ...

Inbound marketing focuses on building and maintaining customer relationships. Investing in customers attracts leads to your site. It encourages them to choose your products and services, keeps them ...

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Over the last few years, the field of customer service has demanded an omni-channel presence that allows consumers to ping them at any time — whether it's an email, text message, Instagram direct ...

In Aesop’s fable “The North Wind and the Sun,” the two forces of nature argue over who is stronger. To settle the debate, they test their power on a passing traveler by trying to remove his cloak. The ...

Scaling AI, fielding labor strikes, facilitating shipments during climate disasters—2024 has been anything but dull for business owners. Accordingly, they’ve had to fortify their customer service ...

Even so, Galak says a shift to full auto­mation right now would be premature. The reality is that many businesses are going in the opposite direction–employing A.I. to enhance, rather than replace, ...

Customer service isn’t a team. It’s how your whole company shows up for your customers, especially when no one’s watching. True customer service is a company-wide culture, not a department, remembered ...

Sprinklr’s Arun Pattabhiraman explains how brands can close the gap between these two functions. Happy customers make for a strong brand. Companies that provide excellent service to their customers ...