There are many important things you can do to ensure you’re managing customer expectations as well as possible. From investing in the right tools and software to setting realistic expectations and ...

Companies today are more focused than ever on delivering a great customer experience, and rightly so — a business that consistently satisfies and delights customers gains an incredible competitive ...

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 ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

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 ...

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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 ...

McDonald’s does not succeed because it delights customers. It succeeds because it removes uncertainty.

Managing customer expectations in an AI world is a tall order that Demetria Elmore relishes meeting and exceeding. My career in customer care has been inspired by three core tenets — service, economic ...