The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services. As customers get more used to doing everything remotely — from ...

SQM research shows that 88% of people have stopped doing business with a company due to poor call center customer service. That statistic alone should be motivating to ensure that a call center is ...

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...

Customer behavior has changed and there’s evidence it’s not going back. The new habits formed over the last 18 month in many cases are here to stay. The Greek philosopher Heraclitus said that “change ...

Avoid overpromising. Trust is built by establishing realistic expectations and then overdelivering. Overdelivery doesn’t mean working for free or providing services at a significant loss. Small, ...

Sudhir Agarwal is CEO of Everise, which digitally evolves the customer and product experience for some of the world’s most loved brands. Vibrant ecosystems. Engaging content. Long-term value. These ...

To learn more about our editorial approach, explore The Direct Message methodology. You’ve probably seen the numbers. Surveys show that 80% of consumers expect personalized experiences. Nearly 70% ...

However, it's never a bad idea to incorporate best-practices into your B2B marketing strategy, and marketers can learn a lot from how customer service professionals have adapted in the last year and a ...

Greeters stand by entrances next to hand sanitizer stations offering disposable masks to customers. Signs around stores encourage shoppers to wear a mask, avoid sampling products and stay six feet ...

The COVID-19 pandemic has rejiggered trust in brands, customer expectations and the pace of everything from digital transformation to data management, according to a Salesforce survey. Salesforce's ...

MORRISTOWN, N.J.--(BUSINESS WIRE)--Majesco, a global leader of cloud insurance software solutions for insurance business transformation, today announced the availability of a new thought leadership ...