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You Know What Your Customers Want. But Are You Delivering?

What do your customers want from you? Chances are, you already know. Employees who are friendly, helpful and knowledgeable. They want doing business with you to be convenient. And when they need help, they don’t want to wait forever or get bounced from one employee to another. Recent research from…
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Why We Don’t Rush the Mystery Shopping Process

When a business hires a mystery shopping company for the first time, there’s usually a sense of urgency behind it. Maybe customer complaints have started piling up. Maybe management wants answers before making staffing changes or pay out bonuses. Maybe ownership simply wants to know what customers are actually experiencing…
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The Rules Are Changing—Can Your Business Keep Up?

You’ve worked hard to build a loyal customer base, fine-tuned your operations for maximum efficiency, and you’ve trained your team to deliver consistently great service. But there’s a new player at the table—and their expectations are different. Gen Z is stepping into their economic power, and they’re already reshaping what…
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Essential Advice for Navigating Frustrated Customers

If your job involves interacting with customers directly, then you will have to know how to deal with frustrated and upset customers. They are inevitable. And how you respond can significantly impact the customer’s experience and your company’s reputation. So, here are three crucial strategies for effectively managing these challenging…
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Sometimes the Customer Is Wrong

We’ve all heard that adage that the customer is always right. It’s a mantra that has shaped many of the interactions between businesses and their clientele. Upon closer inspection, however, most of us realize that this age-old saying is not always true. In fact, those of us who’ve worked in…
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Give Customer Service Agents a Break

We live in a world of instant gratification. Products can appear at your doorstep in a matter of hours through same-day delivery, food can show up from a restaurant in a matter of minutes, and information can be found online in seconds. So, no wonder fewer and fewer of us…
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Endurance with Grace

According to Wikipedia, the “Customer experience, sometimes abbreviated CX, is the totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages.” Put more succinctly by Zendesk, the “Customer experience (CX) is the relationship between a company and its…
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Customer Service Never Goes Out of Style

The nature of time is that there aren’t many things that last. Trends come and go. New technologies replace old ones. Companies rise and fall. And whole industries sometimes transform into new ones altogether. If there is but one constant thread throughout all of this change and upheaval, however, is…
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