Customer experience is entering the sci-fi age: knowing and understanding customers on an individual level, providing ...

Dear Eric: This is in response to “Need Help,” who encountered trouble understanding customer service reps.

Traditionally, companies gather customer feedback and measure sentiment in a variety of ways, from surveys to satisfaction scores to support calls and focus groups. While these are important to ...

Laura is a freelance writer specializing in small business, ecommerce and lifestyle content. As a small business owner, she is passionate about supporting other entrepreneurs and sharing information ...

Customer sentiment is the emotional tone or attitude expressed by customers toward a brand, product or service. Understanding this can give companies a significant advantage in shaping business ...

“People will forget what you said, people will forget what you did, but people will never forget how you make them feel” (Maya Angelou). There is probably no other statement that expresses the ...

Along with many other long-held notions, the Covid-19 pandemic has forced us to reassess many of our assumptions about the customer experience. First of all, we’ve seen an incredibly fast and seismic ...

Customer service and customer experience (often referred to as CX) are two important terms that business owners and brands need to understand in order to thrive in today's competitive marketplace.

In today’s digital age, customer-centric strategies are paramount for business success. One key tool that has emerged as a ...