People from all walks of life share on social media, including your customers. Are you listening? Here's how social listening improves the customer experience. Social listening is the process of ...

Mastering active listening can transform CX by building trust; it's a powerful conduit for enhancing customer satisfaction and loyalty. When it comes to customer experience (CX), active listening ...

In a world where convenience has become the new currency, businesses across industries are racing to digitise their services. Banks, retailers, healthcare providers, and even governments are all ...

Customers are talking about you whether you like it or not — a simple truth in business. The real question is: are you listening? I’ve spent years studying customer service and experience, and one ...

While customers may sometimes be wrong, it’s more important to focus on resolving their concerns without making them feel dismissed. Using respectful language and acknowledging the customer’s ...

Turning a poor customer experience around continues to be one of the main struggles customer service professionals face daily. When the service experience goes poorly, a company can risk losing that ...

Retail TouchPoints is here at the #StellaSummit in the New York Stock Exchange in NYC, and it’s a beautiful day to learn about customer service! Kicking off the summit is Marty St. George, SVP of ...

Gas Networks Ireland’s commitment to going above and beyond for consumers is yielding tangible results for the organisation and its customers. In 2024, the company achieved a 94 per cent overall ...

In a world where convenience has become the new currency, businesses across industries are racing to digitize their services. Banks, retailers, healthcare providers, and even governments are all ...