Guest Service

Research from Forrester finds that companies prioritizing proactive customer experience achieve 41% faster revenue growth and 51% better customer retention than their peers. Those aren’t customer service metrics. They’re business outcomes, directly tied to leadership decisions at the top.

Customer service failures are inevitable. Learn how training and consistent recovery processes build trust and improve CX.

Every friction point you eliminate is a step toward making it easier to do business with you and easier for them to choose to come back.

The technique everyone loves to dismiss may be the most important persuasion tool a CX leader has

A few years ago, presenting customer survey results to a VP of Sales at a major technology company, I faced a familiar challenge. The results were mostly positive. Customers trusted the sales team. They rated responsiveness highly. There was just one problem: customers consistently said the salespeople did not understand their business well enough.

Answering the phone is a critical customer service skill. Learn why customers still prefer phone support and how training improves experience.

Are customers becoming more comfortable with AI in customer service? What AI statistics must you consider for your 2026 CX strategy?

Learn why one word can explain your business, solve customer problems, and improve retention and customer experience.

When customer experience evolves into customer transformation, businesses stop selling products and start helping customers achieve meaningful, lasting change.

I bring you good news regarding the overall sentiment toward customer service and customer experience (CX). 

AI is shaping customer experience, yet people still love talking to live agents for customer support. As a matter of fact, my annual customer service and experience research finds that, given the choice between calling a company on the phone or using its digital options, including AI, 68% of American consumers prefer the phone. However, 47% of consumers said that even with their preference for the phone, they still want the digital option, and if it wasn’t provided, they would consider switching to a company that offered it. With that as a backdrop, here are three of my favorite trends

Most bad experiences are caused by internal friction and broken or poorly designed systems, not front-line behavior.

This is the seventh year that I’ve compiled a set of customer experience-related predictions for the coming year.

Take a look at the processes that impact your customers. What do they complain about? Create your own list of what to stop doing.

What if gamifying customer service wasn’t about competition where there are winners and losers, but instead, about personal performance?

The best employees and companies are the ones who turn intentions into clear expectations, consistent actions, and measurable results.

Don't penalize your most loyal customers. Here are 7 best practices to increasing customer loyalty even after a problem.

AI enables powerful customer experience personalization. Using it responsibly is key to building trust and avoiding frustration.

“It’s company policy” may be the second most expensive phrase in business. It shows customers a lack of flexibility and authority.

Discover the top 10 reasons customers leave a brand, from rude service to wasted time. Learn how to prevent these costly CX mistakes.

The AI revolution is here—and it’s transforming how businesses interact with customers and support their employees.

Learn how a simple phrase in customer service can damage loyalty, increase transfers, waste time, and cost your business more.

The Shepard Letter: The Most Expensive Complaint Call Is the Second One

Creating an amazing experience isn’t just for customers who say please and thank you. It’s for every customer.