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.
As pop culture fans pledged their allegiances to Team Taylor or Team Kimye, customer management professionals were saluting the Denny’s restaurant chain.
Call them trends. Call them imperatives. Know that these 10 areas must be cornerstones of your customer experience strategy.
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.
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!
What is it about a dive bar that keeps its customers coming back? Why is this type of place the first thought that crosses my mind to bring my friend who is back in the U.S. for the first time in almost a year? I think this situation speaks volumes about customers creating their own experience
This video interview empowers you to join the ranks of the disruptors by making connected, personalized service your key competitive differentiator.
Looking at nine ways to thrive amid an evolving contact center environment, including balancing efficiency and efficacy, truly driving agent happiness, humanizing digital channels, leveraging the voice of the customer, and determining whether "culture" is about the team or the individual.
Understanding your customers is highly important when it comes to product development, marketing, and sales. Yet, it’s equally as important to get inside your customers’ minds to decipher their behaviors and determine what they need and want in terms of service
A Soccer club in New York City must decide: is a customer always right when rules are being broken?