Beyond “buy 10 get one free”: What is customer loyalty?
What exactly does real customer loyalty look like? We asked CX practitioners and experts for their best tips for building customer loyalty
3 top priorities in banking customer service
Customers expect banks to offer an exemplary digital experience — and retain a human touch. High performers share these traits
Good proactive engagement factors in privacy concerns
Many consumers love proactive engagement, when it’s done well. But honing it involves our data — which some of us would rather keep private.
5 types of difficult customers and how to help them
No matter how much time you spend delivering good customer service, it’s important to remember you can’t please everyone every time. The key is to learn how to make the best of a difficult customer interaction and resolve the issue in a manner that satisfies everyone
Personalize your interactions: The customer context tools you need
Customer context is crucial when offering personalized support, but it’s generally lost in the online experience.
How to satisfy customers using the right tone of voice
Although 49% of customers didn’t consider any of the listed options as too casual, 35% felt that emoticons were too informal for customer support. Similarly, 26% said
Omnichannel vs. the other way
Let's look at how an organization that doesn’t use an omnichannel support solution compares with one that does
How to build customer loyalty with shipping
Some retailers see shipping and delivery as solely utilitarian. In reality, how you handle this process can be a big indicator of your commitment to your customers.
How to create raving fans with legendary customer service
Ken Blanchard coined the term “raving fan” to describe a customer who is so overwhelmed and floored by the customer service they’ve received that they can’t stop telling everyone about it. Without going into a book analysis, the problem is clear: there can be two types of raving fans.
What is omnichannel customer service?
Customers expect a seamless journey across channels—one in which self-service options are available and they never have to leave the mobile app or website
Repeat Customer: behind the scenes of great #CX
Zendesk's new podcast, Repeat Customer, is devoted to going behind the scenes of brands with truly great customer experiences
Building customer loyalty with great support
Every customer service interaction has the potential to build loyalty and trust with a customer, even the password reset answers you provide
Holiday retail and the omnichannel customer experience
For retailers, holidays are serious business year-round. Our analysis of Zendesk customer data reveals can't-miss insights.
Customer support like texting your (girl)friends
We surround ourselves with people who push us to be better. That's why VINA invites its customers to help test the social networking app, create content, and to build community.
Turn the churn around: how to reduce customer churn
Figuring out how to reduce customer churn can take a fair amount of work. Putting an actionable strategy in place will ensure that your customers stay.
Guide the customer to the right channel
Support is often geared to the needs and capabilities of a company. It's time to put the customer first.
Shopify brings the customer journey full circle
While it’s necessary for your teams collaborate, it’s not necessary to send your customers to multiple departments throughout the company
Transforming your customer service in 4 steps
What are the keys to transforming your customer service operation? It could be the literal million-dollar question.
Fantastic voyage: Customer journey mapping is well worth the effort
The path a customer takes from Point A to Point B is a key source of truth in determining what they loved, what they hated, or where they got stuck. Learn why it's wise to walk a mile in their shoes.
Build a great customer experience strategy
Building a top-notch customer experience strategy requires the ability to not only recognize the need for change but to embrace it
Let’s get serious about improving the customer experience
Companies know how imperative it is to better understand how their customers interact with their brand so they can provide a better customer experience
Create an effortless experience for customers
Providing an effortless experience for customers might seem easier than ever—after all, customers enjoy a wealth of service channels that previous generations could only dream of. But with myriad options comes complexity
How customer-centric is your organization?
When companies succeed at putting customers first, customers are more likely to advocate for and stay with a company longer. A customer-centric company’s good reputation is likely to bring in new shoppers because consumers are more willing to purchase from a company they believe will treat them well and personalize their experiences
How to never make a VIP customer wait
For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP customer has a question during off-hours and you need to contact your engineer who’s out of the office?