We live in the era of the troll, the age of the perpetually aggrieved, and when we can’t scroll down our own Facebook feed without being called names by distant relatives, it’s little wonder that customer service professionals sometimes feel like coming to work in flak jackets.
Despite having the word “service” baked right into their category name, SaaS companies sometimes come up short in serving the customer rather than chasing the next sale.
Want to win back that juicy piece of business that just walked out the door? Get ready for some serious mind games, because a win-back is as much about psychology as it is cost and benefits.
As your company grows, customers will demand more and more from your products and services. While most entrepreneurs generally will do nearly anything to please and retain customers, and while smart businesses are always keeping ears to the ground for new customer insights, wise managers know that they will have to make tough choices about […]
High-profile startups trade in trust the way entrepreneurs in earlier centuries might have traded in natural resources.
Your customers’ ideas often represent untapped market opportunities. But turning these ideas into action takes a deft touch.
Effective CX design and implementation requires extensive collaboration. Customer experience experts talk about the shift in cross-departmental cooperation.
The customer is always right – but some businesses don’t want to hear it.
Peter Shankman builds a case that the era of egomaniacal CEO-dictators is over, while benevolence and collaboration will guide tomorrow’s companies to prosperity.