Trying to design the perfect IVR is like trying to train a dog to run faster than a Porsche. The entire paradigm is fundamentally...

Today’s customer is going to talk about your business one way or another. They’re going to chat, tweet, post, like, and share...

Life during a pandemic taught many lessons, among them that each moment is precious. Many of those moments are spent interacting...

Twenty Twitter accounts that deliver people-powered care Addressing customers by name. Using GIFs to make communication playful....

12 handles that help customers get more for their money In From AM to PM: Twitter Customer Care in a 24/7 World, we look at how...

25 brands that step up Sometimes customers just need to hear that you’re trying to help.  When it comes to Twitter care, simply...

Twenty companies that go the extra mile It’s one thing to provide a prompt reply to a customer who tweets you with a question—and...

25 companies that win with a separate Twitter care handle Should you deliver customer care from your main Twitter handle, or use...

12 companies that respond swiftly to customer concerns When customers turn to Twitter to ask a question or solve a care issue,...

As a customer service consultant and turnaround expert, I specialize in transforming customer service and the customer experience...

For centuries, the relationship between companies and people was purely transactional. Companies would produce and promote a...

Are you ready for the new customers who are going to change the way you do business? You know who they are and most likely think...

Congrats on getting your customer experience (CX) or customer service improvement initiative off the ground. Nothing could be...

A missing package leads to a mostly-positive Amazon chat bot adventure… and a satisfied customer. It’s a modern customer...

Once upon a time, in a land far, far away, only wizards and fairies had magic wands and customer expectations were easy to...