The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services. As customers get more used to doing everything remotely — from ...

SQM research shows that 88% of people have stopped doing business with a company due to poor call center customer service. That statistic alone should be motivating to ensure that a call center is ...

The ideal way to manage customer expectations then would be to identify the strengths and weaknesses of human and bot interaction and establish a hybrid approach where the strengths of each component ...

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Sudhir Agarwal is CEO of Everise, which digitally evolves the customer and product experience for some of the world’s most loved brands. Vibrant ecosystems. Engaging content. Long-term value. These ...

However, it's never a bad idea to incorporate best-practices into your B2B marketing strategy, and marketers can learn a lot from how customer service professionals have adapted in the last year and a ...

This past January, I hosted a panel discussion with marketing leaders from three of the top 10 dealer groups as part of the 2021 J.D. Power Auto Summit. The subject of that panel was centered around ...

Greeters stand by entrances next to hand sanitizer stations offering disposable masks to customers. Signs around stores encourage shoppers to wear a mask, avoid sampling products and stay six feet ...

In the crucible of the pandemic, CIOs emerged not just as tech managers but as pivotal players at the leadership table, having proven their mettle in navigating unprecedented challenges and business ...