Topic: customer service

Contact Centers: The Last Line of Defense

Originally published on Forbes.com 78% of consumers permanently change how they feel about a company based on a single interaction with the contact center, according to this Qualtrics study of 2,00...

By Luke Williams


Please hold, this contact center isn’t ready to deliver breakthrough CX

Customer care teams have the power to deliver breakthrough experiences, and our latest research shows just how much customers value them. But despite their potential, they lag behind other business in...

By Jack Davies


3 ways American Express is creating a customer-centric culture

Building a customer-insights program that allows companies to listen and then act on customer feedback is essential, but isn’t easy. To be truly customer-centric you need to empower people at all le...

By Catherine Thurtle


Matt Dixon: Before encouraging customer loyalty, discourage disloyalty.

We’ve all heard about companies wowing customers with extraordinary acts. However, according to bestselling author, Matt Dixon, that’s not where we should be focusing our efforts. Matt argues that...

By Catherine Thurtle


7 Examples of good customer service practices

Great customer service is essential for business. In fact, consumers are willing to spend 17 percent more with companies that deliver excellent service, according to American Express. Unfortunately...

By Diana Kaemingk


5 ways to improve your customer service experience

Customer Experience (CX) is the future of business and companies who don’t get on board will have trouble competing in an evolving marketplace. In a Deloitte research study, customers who enjoy posi...

By Diana Kaemingk


10 videos all customer experience professionals should watch

Whether you choose to learn from the wisdom of market legends, your own experience (and maybe a few mistakes along the way), requests from customers, or the successes of others, remember that there’...

By Campbell George


How To Measure Service Quality

In 2019, it’s imperative that you provide excellent service to your customers. With a wealth of competition, companies that don’t compete on customer experience will lose customers to those that a...

By Qualtrics


4 Must-Read Books in Customer Experience

Harry Truman famously said, “Not all readers are leaders, but all leaders are readers.” If that’s the case, we could all probably do more reading. As the customer experience (CX) profession h...

By Campbell George


How to use IT help desk surveys to increase satisfaction

We live in a technology-driven world and people can’t function if their technology fails. There are plenty of examples too — Johns Hopkins Medicine learned this the hard way, when their technology...

By Diana Kaemingk


The top customer experience (CX) conferences for 2019

As a customer experience professional, you understand the industry ever-changing and you must keep up with the latest trends to stay relevant. Customer experience conferences are a great way learn, sh...

By Diana Kaemingk


23 customer experience thought leaders to follow on Twitter

Customer experience is all the rage right now if your organization is not working to delight your customers, you will fall behind. According to a Watermark study on customer experience ,“companies ...

By Diana Kaemingk


27 Customer Service Stats to Know in 2019

Today’s consumers expect a great customer experience and customer service is at the heart of it. Not only can effortlessly supporting your customer’s needs improve their experience throughout the ...

By Diana Kaemingk


17 Customer Service Quotes to Inspire Your Team

Customer service is an important part of the overall customer experience. Consumers expect excellent service and with an abundance of options, they’ll switch to a competitor if they have a negative ...

By Diana Kaemingk


5 Essential Steps to Mastering Customer Intelligence

Sometimes we all just need a friend who will listen to what we have to say. But listening to your customers from a business perspective takes on a much more active role than just listening. Thats whe...

By Qualtrics


6 Ways Disney World Delivers Top Customer Experiences

When it comes to world-class customer experience (CX), Walt Disney World is at the top of the list. Disney delights its customers young and old, from the moment they purchase their tickets to the mome...

By Diana Kaemingk


4 ways CX & EX have more in common than you think

When companies devote more effort to improving the experiences had by customers and employees, the results speak for themselves. 84% of organizations that prioritize CX report an increase in revenue. ...

By Campbell George


Call centers can be a delightful customer experience, not just a necessary evil

Customer experience (CX) is the last sustainable source of differentiation, according to Gartner. Having frontline employees who are engaged and motivated is essential to deliver on your CX goals - bu...

By Leonie Brown

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