Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

Often times when I go to the Taco Bell in Ithaca, I usually enjoy having a couple of laughs with the person taking my order. That’s all it takes. If we can have a genuine 20 second conversation, ...

Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design. In an effort to provide a consistent, ...

The value of design thinking has been well documented in the past. This value can range from increased adoption to more revenue. With some minor modifications to already common software development ...

Recent experiences with One Communications (OC), formerly GTT, show that they need to revamp their Customer Service design to become more efficient and highly responsive when a customer is having poor ...

A version of this article appeared in the Spring 2017 issue of strategy+business. Airlines routinely rank near the bottom of customer satisfaction surveys. But we would wager that most customers, like ...

The best customer service is built around what your customers need, feel and think about your brand. Mukesh Mirchandani of Freshworks shares four ways to put customers first in platform design There's ...

Customer-centric website design involves creating a commercial website that meets the wants and needs of a business's customers and prospects. An effective customer-centric design process requires the ...