proactive engagement
How To Not Handle Technological Missteps: A Lesson from Peloton
August 15 by Christine DuceyWhen a recent outage prevented Peloton users from taking classes, customers took to Twitter to express their grievances. Peloton had very little to say in response.
Why Open Communication is Key To CX Success
May 10 by Brooke LynchDigital customer service has established an environment where transparency and proactive communication acts as a primary foundation in building meaningful relationships and bolstering consumer trust....
Are Companies Serious About Winning Back Lost Customers?
September 11 by CCW DigitalWhich customer contact “trends” are organizations pursuing? Which, if any, are being dismissed as empty hype?These questions are the centerpiece of the new “Heat Map” methodology we’re introduci...
Customer Service Lessons From Seinfeld - Part 12
August 04 by Brian CantorFar too much time has passed – almost a year to the date, in fact – since we last published an installment of our popular “Customer Service Lessons From Seinfeld.” I cannot al...