Customer experience

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Zen Master Webinar Series: Q&A with Author Carmine Gallo Article

Zen Master Webinar Series: Q&A with Author Carmine Gallo

In the next addition of our series of Zen Master webinars, we’ll hear from author and…

The Secret Formula for Customer Satisfaction Article

The Secret Formula for Customer Satisfaction

Satisfied customers spend more and stick around longer than dissatisfied ones, but let’s face it: products…

Santa Claus—Your Child’s First Customer Service Memory Article

Santa Claus—Your Child’s First Customer Service Memory

Santa Claus is many things – bringer of presents, harbinger of Christmas, jolly fat man –…

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Ways to Keep Your Long-Time Customers Engaged and Feeling Special

We all know how important and profitable it is to have a good customer retention rate.…

Why Zipcar Gives Customers the Benefit of the Doubt Article

Why Zipcar Gives Customers the Benefit of the Doubt

When we grant someone “the benefit of the doubt,” what we usually mean is something like,…

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How Colombians Ingeniously Avoid Price-Gouging Cell Phone Providers

One of the first things you can’t help but notice in Colombia are all the vendors…

How fruit got on the loom Article

How fruit got on the loom

They say Corporate America has no sense of humor. Are “they” right? Find out by following…

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Best Airlines for Stranded Passengers

When passengers learn that their return flight has been canceled and their plane won’’t be leaving…

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WeightWatchers Eases Customers Into New Points Plan

WeightWatchers members are an obsessive bunch. This Zengage writer (and on-again, off-again WeightWatcher) once heard a…

Your call is being recorded to ensure quality customer service Article

Your call is being recorded to ensure quality customer service

“Your call may be recorded to ensure quality customer service.” Pretty much every call to a…

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Would You Pay for Good Customer Service?

Ok, let’s just go there. There are lots of different ways to think about customer service,…

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Do People Really Need People? The Humans vs. Self-Service Kiosks

There’s a funny little dual occurrence that I’ve been witnessing lately. Just the other day I…

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Good Old Games’ Bizarre PR Stunt Pisses Off Customers

In the current economic climate, total brand collapse has become a fact of our existence–the last…

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Three Models for Customer Engagement

Love your help desk. That’s been the Zendesk tagline since day one. Phrased by my co-founder…