A central principle of the marketing field is that companies should be working hard to satisfy customer wants and needs. As such, it is often taken for granted that in the modern day “marketing era” ...

Building an effective customer experience practice is clearly important. But doing so requires a holistic approach. Forrester analyst Maxie Schmidt recently noted that for certain industries, ...

Anand Subramaniam is SVP Global Marketing for eGain Corp. eGain’s solution automates digital-first customer engagement for global brands. Instead of taking an all-or-nothing approach to deploying ...

Timely replies and human-centered support on social media aren't optional anymore – they're expected. Here’s what brands need to know to get it right. Every tweet, direct message, and comment holds ...

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 ...

No matter what industry you're in, few things are more important for your business's continued success than quality customer service. Improved customer service has been directly linked to better ...

Poor customer service can have a big effect on a business’s ability to succeed. And while a smile and a helpful attitude can go a long way toward creating a positive experience for a customer, they ...

Your customer service goal should be to never say a blunt “no.” Instead, make every effort to arrive at a “yes” for each customer interaction. In the realm of customer service, a knee-jerk “no” ...