How To Become A Chief Customer Officer (CCO)

If you’ve been in a sales, marketing, or customer service role for a while, the thought…

How to Spot (& Remove) Fake Google Reviews

Fake Google reviews can be hard to spot if you’re a customer, but if you’re a…

How Consumers Use Live Chat for Customer Service [New Data]

If you’re anything like me, you’ve had many customer service experiences over live chat — the…

25 Customer Service Email Templates to Support, Renew, & Refund Customers

There’s truly nothing more disappointing than an automated, robotic, lifeless email from a company.

What’s Average Handle Time, & How Do You Cut It in Half (Or More)?

Think about the next customer service call that your rep will take. Do you want the…

28 Questionnaire Examples, Questions, & Templates to Survey Your Clients

The adage “the customer is always right” has received some pushback in recent years, but when…

How to Respond to Positive and Negative Yelp Reviews [With Examples]

Positive and negative Yelp reviews can make or break any business. Yelp reviews tend to attract…

Key Driver Analysis, Explained (& How to Use it To Improve CX)

As a customer, what motivates your loyalty to a brand? If you conduct a key driver…

How a POS System Can Drive Your Customer Loyalty Program

In business, loyalty pays off. In fact, research shows that repeat customers spend 67% more on…

The Ins, The Outs, and Everything In Between

Digital is in. And digital onboarding is just one of many processes that companies are adopting…