Empathy is essential in customer service, but it isn’t always enough. Your organization must embody the empowered behavior that being empathetic can require. One approach that’s good on paper but ...

Crisis Text Line agreed to start a "mission aligned" for-profit sister company, but the mission alignment quickly got out of whack. Credit: Vicky Leta / Mashable When Crisis Text Line gave its ...

Assume good intentions. Hanlon’s Razor reminds us that most missteps stem from error, not malice. This can help us defuse tension in customer interactions. Pause before reacting. A brief moment of ...

As a leader whose company serves other businesses, sometimes you find yourself in a tricky situation when trying to make a sale or close a deal. Your current or prospective customer doesn’t want to ...

Step No. 3: Develop a service culture. When Nordstrom’s deals with online customers, for instance, it personalizes email and tweets with the customer’s name and goes even further by suggesting a pair ...

Inbound marketing focuses on building and maintaining customer relationships. Investing in customers attracts leads to your site. It encourages them to choose your products and services, keeps them ...

When support teams capture and analyze the voice of the customer (VoC) — through sentiment analysis, chat transcripts and calls — they reveal trends that can influence product design and marketing ...

Customer empathy is essential for lower costs, higher customer satisfaction (Csat), and customer loyalty. Therefore, any call center committed to customer-centricity should ensure that its agents are ...

Generative AI (Gen AI) is rapidly transforming the insurance customer journey, but its successful adoption will depend on ...

I've known Celia Fleischaker, Verint's CMO, for several years now -- in fact, since she started prior to Verint as the CMO at PROS -- and my admiration for the quality of leader she is and even more ...

Every year, as the days start to get depressingly short, Forrester Research publishes a series of predictions for the forthcoming year. Let me tell you: There’s nothing more fun than being asked to ...