Giving thanks for a positive customer experience for Thanksgiving this year.

6 Reasons Your Customers Should Be Thankful

As we enter the season of giving thanks during a year of uncertainty and fear, we can take a moment and appreciate the good things in life. Thanksgiving in the United States is a time to acknowledge what we as

Experience Points Game Show

Why I Love Game Shows… And What That Means For Customer Experience

Ever since I was a child, I have loved game shows. I watched them all: The Price Is Right, Card Sharks, $100,000 Pyramid, Hollywood Squares, Press Your Luck, Family Feud, Name That Tune, The Gong Show, Let’s Make A Deal,

Shep Hyken

What Is The Difference Between Customer Service And Customer Experience?

    Shep Hyken is the Chief Amazement Officer of Shepard Presentations and a customer service and customer experience expert. He is a National Speakers Association Hall of Fame speaker and a New York Times and Wall Street Journal best-selling

Brain image Artificial Intelligence

The Do’s and Don’ts of Customer Service Automation

Guest post by Daryna Lishchynska With so many tools available, it may be tempting to throw customers to a fully-automated customer service system. But doing so may make them feel alone and unappreciated, so using customer service automation is a

senior female

Why The Healthcare System Is Failing Seniors

America is getting older, and the healthcare system is buckling under the pressure. The double whammy of people generally living longer and the massive Baby Boomer generation creating the “largest-ever population of older adults in America” has necessitated a level of experience innovation in the healthcare industry that simply has no precedent.

Customer Service People

Why Subjective Marketing Decisions Can Lead To A Poor Customer Experience

Marketing is becoming a data-driven discipline and with good reason. But many companies are lagging behind this trend, putting performance and ROI at risk. It used to be that marketing was looked at as a “soft skill,” whereas the finance people were the real quantitative minds […]

28 Experts Predict the Future of Social Customer Care

Social media is the first marketing channel where customers can actually talk back. This is a new concept for traditional brand marketers, who are used to being able to completely control the brand message with TV and print advertising that

Amazon Customer Service: 6 Things That Make It An Effortless Experience

Amazon is among the most talked-about companies in the world, and for good reason. The e-commerce giant has literally reinvented multiple industries. What’s remarkable is that throughout Amazon’s growth story, it has never lost sight of its customers, repeatedly developing seamless user experiences and continuing to add value to its flagship Prime program.

Examples of emojis

Using Emojis In Customer Service Improves The Experience

As customer service has moved at a rapid pace toward digital channels in place of the telephone, consumers are using more than just words to express their compliments and complaints. More and more, they are using emojis – just as if they were texting to a friend.

There’s No Room for Hate in Social Media or Customer Service

Haters gonna hate. The word “haters” wasn’t particularly common in the English lexicon until the late 1990s, and “haters gonna hate” first appeared in the lyrics of an R&B song in the year 2000. Today, the phrase is the source of countless memes and a recurring refrain in a popular Taylor Swift song. It’s almost become trendy to be a hater, and having haters is something of a badge of honor.