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.
"If you focus on team member satisfaction, customer loyalty is all but guaranteed."
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!
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?
You've surely heard the term "customer engagement journey." But what exactly does it mean? It's time to find out!
A multi-channel approach obviously provides benefits over a single-channel one. An omni-channel approach yields considerably more meaningful rewards.
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.
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!