Customer retention

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How to never make a VIP customer wait Article

How to never make a VIP customer wait

For most companies, providing 24/7 support just isn’t an option. So what happens when a VIP…

Uncover the value of support: 3 ways to combat customer frustration Article

Uncover the value of support: 3 ways to combat customer frustration

If your company’s current processes can’t properly address a barrage of customer grievances (and you’ll know…

How to to achieve customer happiness Article

How to to achieve customer happiness

Customer satisfaction is no longer enough to compete with top-performing businesses—you need customer happiness.

3 ‘must-haves’ for building long-term customer relationships Article

3 ‘must-haves’ for building long-term customer relationships

Long-term customer relationships don’t happen overnight. They begin the first time a customer engages with your…

5 ways to reduce customer care costs without compromising quality Article

5 ways to reduce customer care costs without compromising quality

According to research, over 70% of all customers who leave a company for its competition have…

Meeting customer expectations… at scale Article

Meeting customer expectations… at scale

Meeting expectations. It doesn’t sound thrilling, or particularly hard. In fact, it sounds like the note…

Why delighting customers doesn’t pay Article

Why delighting customers doesn’t pay

Rick Delisi, co-author of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, came to…

Responding to fan outrage: the best way to say “I’m sorry” Article

Responding to fan outrage: the best way to say “I’m sorry”

The video game industry has seen a seismic business shift over a relatively short period of…

Customer satisfaction last quarter: trick or treat? Article

Customer satisfaction last quarter: trick or treat?

With the release of the our quarterly Zendesk Benchmark report, we’re very happy to announce that…

Always online gaming: who wins? Article

Always online gaming: who wins?

In the age of shared content, publishers across the entertainment and software industries have fixated on…

Customer conflict: how to turn “he said, she said” into perfect harmony Article

Customer conflict: how to turn “he said, she said” into perfect harmony

An unhappy customer can quickly pull multiple people from your company into a vortex of anger…

Forging an unforgettable connection: The Starbucks experience Article

Forging an unforgettable connection: The Starbucks experience

What could possess someone to visit Starbucks 16 times a month (that’s once every two days)…

Why customer service is so important to online shoppers Article

Why customer service is so important to online shoppers

Most people think of shopping online as a way to cut costs. E-commerce stores relieve customers…

The holiday satisfaction slump: keeping holiday customers happy Article

The holiday satisfaction slump: keeping holiday customers happy

Holidays are hard on customer satisfaction. Last year, you might have noticed a slump in your…

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Customer experience is more important than advertising (Infographic)

It's never been more important to invest in customer service and the customer experience.

Don’t Keep Your Customers Waiting Article

Don’t Keep Your Customers Waiting

Nothing says DISRESPECT quite like forcing someone else to wait. And yet, that is exactly what…

Costco’s ridiculously liberal return policy Article

Costco’s ridiculously liberal return policy

When you read Costco’s return policy, it’s pretty extraordinary. For instance, check out the rules governing…

What does friendly customer service mean? A conversation with Zappos Article

What does friendly customer service mean? A conversation with Zappos

Recently over at AmazingServiceGuy, Kristina Evey wrote a post about the friendliness factor and how it…