However beautiful the strategy, you should occasionally look at the results.
“The customer is always right.” It’s one of the most quoted—and misunderstood—phrases in business. Customers aren’t always factually correct. They misunderstand policies, remember conversations differently, or make requests that simply …
Even When the Customer Is Wrong, the Customer Is Right Read More
Companies love to talk about “customer centricity.” They plaster it across PowerPoint slides, investor decks, and mission statements. But then they do something that completely contradicts that promise: they outsource …
Outsourcing Your Customer Service Is A Huge Mistake Read More
Customer service used to be a competitive advantage. Now it feels like a cost center that companies are trying to automate, outsource, or simply endure. Consumers have evolved. Expectations have …
Why Poor Automation Harms Customer Satisfaction Read More
You know the drill. The internet cuts out, a new program refuses to install, or your phone just completely bricks. You sigh, dial the support number, and prepare yourself for …
Lost in Translation: The Growing Customer Service Divide Read More
Customer frustration is at an all-time high, and honestly, companies have no one to blame but themselves. According to the latest National Customer Rage Survey, a staggering 77% of us …
Why Customer Service Cuts Hurt Your Brand Read More
In boardrooms across America, layoffs are often framed as necessary efficiency measures—a way to trim excess and protect the bottom line. But there’s a cost that doesn’t appear on quarterly …
The Hidden Cost of Layoffs: Impact on Customer Service Read More
Satisfying customers is the ultimate goal. After all, happy customers drive loyalty, advocacy, and revenue growth. However, there’s a critical misconception that striving to meet 100% customer expectations is feasible …
Why You Can’t Meet 100% of Customer Expectations (and Why You Shouldn’t Try To) Read More
In today’s digitally driven world, where every tweet, post, and comment can make or break a brand’s reputation, the importance of monitoring social media and responding to complaints quickly cannot …
The Power of Swift Social Media Response: Why Brands Should Prioritize Customer Complaints Read More
The percentage of consumers who have taken action to settle a score against a company through measures such as pestering or public shaming in person or online has tripled to …
Customers want revenge Read More
When budgets are being cut because of an anticipated recession, many brands are making cuts or not investing in customer service. Customer service is the direct connection between your customers …
Brands are making a HUGE mistake Read More