Retailers have numerous opportunities to engage with customers, to provide information, answer questions and respond to complaints. To date, a large percentage (44%) of companies have left customer ...

Infographic: Meet customer expectations through last-mile logistics The infographic below presents key ways that customer behavior has changed, how that behavior has made an impact on last-mile ...

As retailers continue to search for new ways to better engage with shoppers, many have turned to customer loyalty programs. Although most (80%) of company owners and business executives believe they ...

Chatbots Are The Future Of Customer Service One of the reasons the chatbot has so much potential for businesses is its ability to scale. In 2016, 1.6 billion people used mobile messaging apps .

There’s a reason customer service professionals may have a sense of déjà vu. It’s because the issues they deal with today are the same they dealt with 20 years ago.

The infographic below from shares 10 tips for how to keep your customers happy by creating great customer service experiences. Featured Video An Inc.com Featured Presentation ...

CMSWire's Marketing & Customer Experience Leadership channel is the go-to hub for actionable research, editorial and opinion for CMOs, aspiring CMOs and today's customer experience innovators.

CMSWire's Marketing & Customer Experience Leadership channel is the go-to hub for actionable research, editorial and opinion for CMOs, aspiring CMOs and today's customer experience innovators.

Since the start of the pandemic, companies have struggled to keep up with shifts in customer behavior, especially around customer expectations. This is most acute during the last mile of a delivery, ...

Companies that increase customer retention rates by 5% can increase profits by as much as 95% according to the following Sparked infographic. Despite that fact, however, most companies don't focus on ...

Customer churn isn’t something we usually think of as a technological problem, more than a third of the $136 billion a year companies lose is to churn.

Customer service has a grim reputation, and customers aren’t putting up with these nightmare experiences anymore. According to the “Accenture 2013 Global Consumer Pulse Survey,” 51% of U.S ...