SQM research shows that 88% of people have stopped doing business with a company due to poor call center customer service. That statistic alone should be motivating to ensure that a call center is ...

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 ...

The ideal way to manage customer expectations then would be to identify the strengths and weaknesses of human and bot interaction and establish a hybrid approach where the strengths of each component ...

Editorial Note: We earn a commission from partner links on Forbes Advisor. Commissions do not affect our editors' opinions or evaluations. Customer expectations are high, and how you attend to your ...

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 ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Take the word “no” out of your vocabulary. Instead, we find a way to give them a “Yes, and….” The best customer service salespeople talk only 30% of the time because the other 70%, they spend ...

To learn more about our editorial approach, explore The Direct Message methodology. You’ve probably seen the numbers. Surveys show that 80% of consumers expect personalized experiences. Nearly 70% ...

This past January, I hosted a panel discussion with marketing leaders from three of the top 10 dealer groups as part of the 2021 J.D. Power Auto Summit. The subject of that panel was centered around ...

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 ...

MORRISTOWN, N.J.--(BUSINESS WIRE)--Majesco, a global leader of cloud insurance software solutions for insurance business transformation, today announced the availability of a new thought leadership ...

In the crucible of the pandemic, CIOs emerged not just as tech managers but as pivotal players at the leadership table, having proven their mettle in navigating unprecedented challenges and business ...