Customer relationships
Latest stories Page 5
Article Messaging is open for business. Are brands ready?
We’re living in the messaging era. From chatbots and voice assistants to emojis and end-to-end encryption,…
Article Navigating the bumpy road to a seamless customer experience
People talk and write all the time about seamless customer experiences. What they don’t so often…
Article How to use emotional data to build customer loyalty
In the 1990s, neuroscientist Antonio Damasio made a breakthrough discovery: people make decisions based primarily on…
Article People, planet, profit: Peak Design’s Green Deal
Peter Dering had to earn his eponym. His firefighter father and intrepid older brother always went…
Article 3 questions to ask when choosing the right BPO for your brand
When a company chooses a partner, the who and how are crucial. This is particularly true…
Article 3 lessons from Betterment on building a customer-centric financial service
When Jon Stein graduated college in 2001, he knew he wanted to help people make better…
Article How startup Hello Alfred is scaling its people-first technology business
When best friends Marcela Sapone and Jessica Beck left their jobs in finance and consulting in…
Article When luxury customer service is no longer a luxury, but the norm
If you own a private jet, you likely also use a scheduling and concierge service, and…
Article The psychology of rating: it’s hard, but better, to be honest
In 2014, China revealed a social credit system plan with the Chinese government, aiming to have…
Article The trust economy and why it’s okay to get a bad rating
Chances are, we tell our children, or we were told when we were young, not to…
Article From shopkeeper to “customer keeper”—how retail is shifting its focus
Customers increasingly view a good experience with a brand as table stakes. And though creating positive…
Article Everyone can get service right—here’s how. A Q&A with Jeff Toister
It seems fair to say that getting customer service right—every time, for every customer—is right up…
Article Would you pay for customer service from a human?
I’ve been a Verizon customer for years. So I was shocked, a few months ago, when…
Article Why gendered language is everyone’s business
It was an upscale Indian restaurant near Central Park–”magnificent views of the park and upper Manhattan,…
Article Be an #A11Y—why inclusive design is good design
Good design affects every aspect of our lives, from the tiniest interaction with our phones to…
Article The power of women-built brand experiences
Who designs the culture we live in? It’s everybody, right? We all contribute. Except that when…
Article Not all great customer experiences are convenient
In retail, creating a positive customer experience can mean a great many things, including offering bells…
Article More than metrics: What VCs are looking for in a SaaS startup
Most startups are hungry for investment from venture capitalists (VCs)—for the funds, but also for their…
Article The Magnolia method: Scaling authenticity in customer service
You don’t have to be the “Target Lady” to appreciate an occasional chin wag with customers.…
Article The vast unexplored possibility of data visualization
When scientists began working with artist Francesca Samsel in order to visualize things like how deep…