Acquiring net new customers is up to 25 times more expensive than keeping customers, and bad customer experience is a leading indicator of customer churn. Therefore, a critical element to any business ...

When it comes to benchmarking customer service teams, operational traits can prove to be a more accurate and relevant point of comparison than common industry classifications. That was the finding of ...

Whether you realize or not, your business’ customer service is directed at more than one type of customer. You have external customers: the people who pay for your goods and hire your company to ...