Cultural sensitivity matters. Sentiment systems now account for cultural nuances, which helps support global trust and better customer relationships. Throughout my three and a half decades in the ...

Do you know that 82% of customers read online reviews at least sometimes before purchasing items? You should read them too because customer reviews offer great insight into your target clientele’s ...

Quiq reports on the role of automation in customer service, highlighting tools like AI for questions, ticket classification, ...

Brand reputation is built on consumer feedback. But overcoming the schism between a brand’s desired identity and how customers actually perceive it is a challenge that many new and even ...

The research explores the question of how personalized customer service profiles influence customer behavior compared to ...

Small companies use customer satisfaction ratios or scores to track the performance of their customer service departments. They often incorporate scores of competitors to better gauge their customer ...

Customer-centric retailers are making giant leaps in service. But how are they measuring satisfaction to make sure they are getting it right?

For years, customer service has frustrated both businesses and consumers. Long wait times, disjointed communication, and inconsistent service have dissatisfied many customers, creating significant ...