For decades, service has been relegated to the end of the customer lifecycle. It was reactive, transitional, transactional, and traditional. A “fix something that’s gone wrong” function, stuck at the ...

"You shop at discount stores for low prices, not for individual customer service," says Maqbool Dada, a professor at the Krannert School of Management. "But if you're shopping at Nordstrom Inc., you ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

How do you "delight" a customer, though? More and more, the old adage of "customer satisfaction" is going away, as satisfaction is merely meeting expectations and no longer good enough; the new ...

Waiting expectations matter. Customers are more frustrated by unexpected delays than by long waits. Gaps break loyalty. When reality doesn’t match expectations, customers feel regret, complain or ...

Throughout my career as a customer experience (CX) practitioner, I’ve seen brands make the same mistake time and again by believing that metrics alone improve customer experiences and loyalty. Too ...

Consumer expectations of brands are higher than ever before in today’s experience economy. Customers can comment, tweet, chat, text, call, or email companies 24/7 with a question or complaint, and ...