Customer retention

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5 secrets that encourage return customers Article

5 secrets that encourage return customers

Starbucks and Apple have deeply loyal and satisfied customer bases that they have built and nurtured…

Why delighting customers doesn’t pay Article

Why delighting customers doesn’t pay

Rick Delisi, co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, came to…

The uphill climb to an effortless customer journey Article

The uphill climb to an effortless customer journey

Companies have never had more ways to engage customers in conversation, thanks to startling advances in…

Trick or trick: the ticket monsters of customer service (and how to conquer them) Article

Trick or trick: the ticket monsters of customer service (and how to conquer them)

For many, Halloween is a holiday that comes once a year: a celebration filled with gratuitous…

Hear it from the experts: customer service quotes from Illuminate Article

Hear it from the experts: customer service quotes from Illuminate

September 17th was a big day for us. Zendesk hosted an event in New York City…

Responding to fan outrage: the best way to say “I’m sorry” Article

Responding to fan outrage: the best way to say “I’m sorry”

The video game industry has seen a seismic business shift over a relatively short period of…

Poseidon’s revenge Article

Poseidon’s revenge

One time, I mentioned that the Pacific Ocean was “no big deal,” and a day later…

Customer satisfaction last quarter: trick or treat? Article

Customer satisfaction last quarter: trick or treat?

With the release of the our quarterly Zendesk Benchmark report, we’re very happy to announce that…

Always online gaming: who wins? Article

Always online gaming: who wins?

In the age of shared content, publishers across the entertainment and software industries have fixated on…

Customer conflict: how to turn “he said, she said” into perfect harmony Article

Customer conflict: how to turn “he said, she said” into perfect harmony

An unhappy customer can quickly pull multiple people from your company into a vortex of anger…

Why retailers are buzzing about “omnichannel” Article

Why retailers are buzzing about “omnichannel”

Shoppers today have a lot of choices: there are more ways than ever to find and…

Forging an unforgettable connection: The Starbucks experience Article

Forging an unforgettable connection: The Starbucks experience

What could possess someone to visit Starbucks 16 times a month (that’s once every two days)…

Why customer service is so important to online shoppers Article

Why customer service is so important to online shoppers

Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers…

The holiday satisfaction slump: keeping holiday customers happy Article

The holiday satisfaction slump: keeping holiday customers happy

Holidays are hard on customer satisfaction. Last year, you might have noticed a slump in your…

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Customer experience is more important than advertising (Infographic)

It's never been more important to invest in customer service and the customer experience.

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Infographic: The Cost of Bad Customer Service

There’s not a soul out there who doesn’t have at least one juicy story to tell…

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Don’t Keep Your Customers Waiting

Nothing says “DISRESPECT” quite like forcing someone else to wait. And yet, that is exactly what…

Costco’s ridiculously liberal return policy Article

Costco’s ridiculously liberal return policy

When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…

What does friendly customer service mean? A conversation with Zappos Article

What does friendly customer service mean? A conversation with Zappos

Recently over at AmazingServiceGuy, Kristina Evey wrote a post about the friendliness factor and how it…

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How Yammer Supports 50,000+ Networks and Collects Customer Feedback

Yammer delivers Twitter-style messaging for companies — enabling employees to communicate and collaborate with one another…