With its large population size (over 70 million) and increasing purchasing power ($143 billion annually), of course brands are eager to connect with Gen Z customers. To engage this generation, it's important to unlock these 5 secrets of the CX Gen Z wants from brands....
Digital customer service options are able to help manage the support challenges businesses are facing. The question is, should they be the only options customers have? ...
Knowing your brand, knowing your consumers, understanding customer segmentation and tracking changes helps you make informed decisions. You want that knowledge before you’re hit with a difficult situation you have to respond to quickly. ...
The industry has trained customers to be rude with a cycle of lies in customer service and poor handling of issues. If you don’t watch your words you train your customers to do the same. ...
A history of lies makes it hard to build a lasting relationship. How do you build an authentic customer relationship in a business climate known for manipulating customers? ...
Millennials and Gen Z are the largest customer base in history and their habits are pushing for more than just a rainbow unicorn latte. They want customer service on their terms. Could Millennials and Gen Z be the death of the call center? ...
“I’m sorry, that is not a valid entry,” is not the most empathetic response to a customer inquiry. Yes, AI and automated menus can streamline the customer service process, but don’t forget the human touch of empathy. AI Everywhere It is amazing how far artificial intelligence has...
Despite her best performance, the customer service script Jessie was required to use didn’t win her an Oscar and it didn’t answer the customer’s questions. Though they have some useful applications there are reasons not to use a script in customer service....
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