Articles

Customer management is all about managing the relationships you have with your customers. Find and read customer management articles and call center articles on Customer Management IQ to enhance your customer service.

1130 article results
of 112
August 23, 2016 by Brian Cantor
Deb Colangelo
"If you focus on team member satisfaction, customer loyalty is all but guaranteed."
August 16, 2016 by Brian Cantor
brian
What do Kramer's feud with a cable guy, funny bottles of barbecue sauce and stolen Friars club jackets say about customer service? Part 11 of our "Lessons From Seinfeld" series has the answers!
August 9, 2016 by Zach Weiner
Zach Weiner
There are countless customer service books in the market, ready to help you mobilize your team and achieve your present and future objectives but there are so many! Which ones should you start with?
August 2, 2016 by Call Center IQ
Call Center IQ
You've surely heard the term "customer engagement journey." But what exactly does it mean? It's time to find out!
August 2, 2016 by James Wilson
JamesWilson
A multi-channel approach obviously provides benefits over a single-channel one. An omni-channel approach yields considerably more meaningful rewards.
July 26, 2016 by Brian Cantor
Southwest Airlines
Despite my broken record approach to the matter, airlines continue to fail in the latter regard. Instead of rebounding from errors that adversely affected the customer experience, they somehow manage to exacerbate the problems. They somehow manage to leave me more dissatisfied.
July 19, 2016 by Brian Cantor
brian
As pop culture fans pledged their allegiances to Team Taylor or Team Kimye, customer management professionals were saluting the Denny’s restaurant chain.
July 12, 2016 by Brian Cantor
brian
Call them trends. Call them imperatives. Know that these 10 areas must be cornerstones of your customer experience strategy.
July 12, 2016 by Brian Cantor
brian
There is no such thing as a perpetually perfect customer experience. At some point, you will make a mistake. When you do so, how should you respond? Citing a recent issue with JetBlue, this article explores the importance of tone when righting a wrong.
July 10, 2016 by Brian Cantor
brian
From "best-in-class" call center, to best use of voice of the customer, to best training and development program, here are your 2016 CCW Excellence Award winners!
1130 article results
of 112