News

  • Why personalization is key to great customer experiences

     Solving the right problem is one thing, but doing it with a personalized attitude is a completely different story. In the overly saturated business landscape of today, the real success lies in helping your customers in the same way you would help your close friend.  To survive in the cut-throat...
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  • How to help customers in a crisis

    In a crisis, customers are on edge more than ever. It’s even harder to keep them satisfied. But these tips will help.  Many service teams get swamped with angst-filled customers in emergencies and troubling times. And while no one has ever experienced a crisis on the scale of COVID-19, one thing...
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  • Ways to make online chat as good as a real conversation

    Customers want to chat online almost as much as they want to do it on the phone. Can you make the digital experience as good as the personal one? Yes, you can.  Despite their differences, online chat can feel as personal as a real conversation with a friend. That’s important because customers ar...
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  • Why you need an online community – and how to make it great

    Here’s why you want to let some customers love you and then leave you (sort of). Many customers want to get to your community of customers. If they can bypass you, they would in many cases: More than 90% of customers expect a company to offer some kind of online self-service feature, and they’l...
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  • 4 Marketing Facts Every Business Owner Should Know

    Understanding these basic marketing facts below will help you understand the value of marketing better. This way, you can be sure the marketing you implement achieves your goals and satisfies your target audience. 1. Marketing is Key to Success for Any Business Marketing is the key to success f...
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  • 5 ways to make transactional emails better

    Those easy emails – the kind you send to confirm orders or to notify customers of a shipment or order changes – can be so much more than transactional messages. When done well, they can be customer relationship builders. We often overlook the potential value of these short, informative messages....
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  • Personalization is key to great customer experiences

    Solving the right problem is one thing, but doing it with a personalized attitude is a completely different story. In the overly saturated business landscape of today, the real success lies in helping your customers in the same way you would help your close friend.  This is precisely why compani...
    Read more
  • Are you really driving customers to action?

    Are you doing things that make customers want to buy, learn or interact more? Most customer experience leaders admit that they aren’t getting the response they want from their efforts to engage customers. When it comes to content marketing — all those social media posts, blogs, white papers and ...
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  • Can you build loyalty you’re your customers are only buying online?

      It’s pretty easy for customers to “cheat” on you when you have a mostly anonymous online relationship. So is it possible to build true loyalty when you don’t personally interact? Yes, according to new research. Positive personal interaction will always be a key in building loyalty, but nearly 4...
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  • Get chat right: 7 steps to better ‘conversations’

      Chat used to be for bigger companies with bigger budgets and staff. Not anymore. Nearly every customer service team can – and should – offer chat. After all, it’s what customers want. Nearly 60% of customers have adopted online chat as a way to get help, according to Forrester research. If you’...
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  • Surprise! Here’s how customers want to communicate with you

    Customers want to talk to you. Are you ready to have conversations where they want to have them?  Maybe not, according to new research. Customers say they’re frustrated with online help, and still prefer email to communicate. “Experiences that many businesses are providing no longer align with c...
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  • 3 proven ways to connect with younger customers

    If you struggle to connect with younger, tech-savvy customers, here’s help. Admit it: Dealing with younger generations can be intimidating. They will tell their friends and anyone on Facebook, Instagram, Twitter, Vine and Pinterest if they don’t like the experience they had with you. Popular, bu...
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