Organizations that “get” customer experience and are known for their excellent customer service, realize that it’s more about the people you assemble to serve than the processes you have in place.

83% of online customers need customer service help in order to complete a purchase. Is your experience meeting customer needs?

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more.

Despite its importance, very few companies are actually able to perfect the art of providing truly excellent customer service.

Customer satisfaction with brick and mortar retailers is at an all time high, up now three years in a row. Has retail finally figured out customer experience?

The customer is not always right, but proving the customer wrong doesn’t win the customer and will most likely cause you to lose future business.