Customer relationships
Latest stories Page 6
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…
Article Why smart, predictive CX experiences depend on hybrid workforces
Last year saw hybrid workforces—a blend of humans and artificial intelligence—grow in popularity, especially within certain…
Article Support leader or data analyst? Why data analysis is an essential CX skill
Fancy Mills is the group training and content director for the International Customer Management Institute (ICMI).…
Article How augmented reality could change customer service
Back in 1988, former professional wrestler “Rowdy” Roddy Piper starred in John Carpenter’s soon-to-be-cult-classic They Live,…
Article Building teams, choosing joy, and getting personal: Meet Beth Held
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
Article Lead with trust: advice from Shopify’s Marcie Murray
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
Article Want to provide great retail CX? Start with your employees
It’s a tale as old as internet time. A customer walks into a store having researched…
Article Squarespace’s Jessica O’Connell on customer support as brand ambassadors
Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…
Article Dos and don’ts for marketing with memes
As ubiquitous as the devices we share them on, memes are here to stay—whether or not…
Article A strategy for using support data to create marketing content that works
The terms content and marketing go hand-in-hand, which is why, for many businesses, content can feel…
Article Is it time for your startup to form a customer advisory board?
A customer advisory board (CAB) is a highly specific animal, with a focused, strategic reason for…
Article The role accents play in customer service
If you haven’t yet seen Sorry to Bother You, it artistically and absurdly illustrates the very…
Article From geniuses to ninjas—why companies are branding their support teams
It’s Saturday. I walk up to the bar feeling cool and confident, but also anxious. Not…
Article If you want customers to trust you, trust your agents to make them happy
Maybe I just caught him on a bad day, but John Tschohl, an expert on customer…
Article Customer service in the sharing economy: a delicate balance
The sharing economy is a whole new beast. This is the economy by which people use…
Article Tackling difficult topics head on: A conversation with Amy Gallo
The author of the HBR Guide to Dealing with Conflict and a contributing editor at Harvard…