Automating Customer Service Means Striking a Balance
Too much automation can leave customers feeling put off
3 Ways to Make Technical Consultants Part of the Sales Team
Having well-integrated sales and technical staff helps build credibility and your bottom line
How to Build Digital Trust
Consumers have lost faith over data misuse. Here's how to restore it
‘Chatbot Hell’ Can’t Become a Thing
Let's not re-create the bad customer experience known as ‘IVR hell' with chatbots. Please.
To Hit Sales Targets, B2Bs Need to Define Roles—and How They’re Compensated
All contributions to a sale aren't equal, and neither should be the rewards
Customer Service Remains a Conundrum for Too Many Companies
For all the emphasis on customer experience, service reps haven't been empowered to offer a great one.
Personalized Customer Service Means Recognizing Low-Key and Diva Moments
Journey maps can help companies understand—and adapt to—context.
Bold Modern Commerce Experiences Require Extreme Personalization
The Amazons of the world know exactly what their customers want, and to compete your company must, too
Retailers Must Embrace New Shopping Experiences
Online disruptors and a new breed of digital consumer mean its sink-or-swim time for traditional retailers and consumer goods sellers
UX Can Make Your Business Disruption-Proof
User experience design is now a C-level imperative, whether executives get it or not
5 Ways to Invest Wisely in Customer Loyalty
Loyalty investments in their current form are not generating all the value they could.
Do You Know Your Customers’ Generation?
Different customer cohorts don't all speak the same language, or react to the same messages
3 Ways Mobile Messaging Boosts Customer Service
Messaging tools are wildly popular, but that's not the only reason to make them a service option
Build Contracts that Close on Schedule—and Increase Business
Vendors should think of contracts as great marketing opportunities
Are Chief Marketing Officers the New Chief Growth Officers?
As disruptive growth becomes a bigger priority, companies have to determine who will be in charge of it
Social Customer Care Is a CEO’s No. 1 Initiative
If customers complain about you online, take heart: That means they're still customers
Is Customer Immersion the New Customer Engagement?
With augmented and virtual reality, customers can have immersive experiences with brands
3 Ways Sales Leaders Can Help Reps Hit Their Numbers
Managers need to take a step back to move the sales force forward
6 Data Categories Your CRM System Should Be Capturing
Go beyond contact information to connect with clients on a deeper level
Who Are Your Most Profitable Customers?
Chances are, they're not who you think