When interacting with your business, customers expect more than just a functional solution; they crave a delightful experience throughout their journey. Gladly’s survey shows that 59% of customers ...

Psychology suggests that people who dislike talking to customer service are not necessarily impatient, rude, or antisocial.

When T-Mobile launched the Un-carrier Revolution in 2013, we set out to remake the entire wireless industry through the lens of our customer-experience obsession. Right away we recognized that legacy ...

Sumit Singh is betting AI can help e-tailer Chewy get bigger—and better at delighting pet parents. The Customer Experience – a much larger context In my last post I talked about how the customer ...

Have you ever spent time on hold with an airline, a credit card company, or your insurance provider? Of course you have, I bet you’re still humming the tune from that hold music you had to listen to.

Along with extending center hours, Manheim hopes to streamline its customer-service efforts by creating a single, toll-free phone number for all requests. Effective immediately, customers can dial ...

Your clients might not demand 24/7 customer service yet, but they’re certainly hoping for it. But how can a startup with a lean staff provide round-the-clock customer care? There are several options ...