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Your business doesn’t want to make mistakes, yet failures do happen. A well-timed and genuine apology can help the business recover with customers. But issuing a public apology isn’t always the right answer. This article discusses exactly how and when to apologize to customers in order to have the most…

Ready for a sad-but-true story? Trust for all sources of information have recently hit record lows, according to the Edelman Trust Barometer. The 21st annual survey of 33,000 respondents did find people trust business more than government in many countries, yet brands still have a lot of work to do.…

Miscommunication with your customers, clients, and partners can be fatal. Social media gaffes can go viral; jokey comments can sneak into serious emails; misguided sales pitches can fall flat on their face. When we looked at managing internal miscommunication, the best solution was unanimously a cultural change: encouraging employees to…

Want to connect better with your customers? Speak to their emotions! This is especially important right now as the world navigates an overwhelming sense of uncertainty and anxiety. The result? An increase in employee burnout and a downtrend in emotional intelligence and awareness. So how does this affect the customer…

"The holidays are here" is a phrase we hear a lot around this time of year, but it's fair to say that the holidays are never too far off. "The holidays" is frequently used to replace "Christmas but not only" and "all that end-of-year-start-of-year stuff" -- probably a smart replacement…

There was a period over the past year where companies weren’t sure if they should market and sell to customers at all. Is it insensitive? Will we lose customers? Is it manipulative? The reality is that businesses need to be selling their products to stay alive. As the country slowly…

It’s easy to think that the average consumer has radically changed over the past 12 months. Because twice as many people are buying online now compared to March 2020, you should invest every penny into digital infrastructure. I mean, sure, but what about the coming years? Physical stores are going…

In a hyper-competitive market with seemingly endless choices, customer experience is a critical differentiator. Every single interaction a customer has with your brand might be a make or break moment -- no pressure! While we all know about the importance of managing a carefully balanced customer journey, keeping your customers…

Most issues in the workplace and in our personal lives arise from either a lack of communication or simply miscommunication. Seriously, think about it! With the end of the year in our sights, it seems like a good time to look back on communication this year to see what went…

It is no secret that for a business to be successful you need customers. Engaging with your customers, through any form of marketing or customer service is essential nowadays. Worldwide, 96% of consumers believe that customer service is an essential factor to maintain brand loyalty.   Making connections with your…

How and When to Apologize to Customers

Understanding the Impact of Storytelling on Customer Experience

Shisa Kanko: Mastering External Communications with Japanese Train Drivers

3 Ways Emotional Intelligence Can Improve Your Customer Experience

Holiday Marketplace: Tradition, Innovation, and Getting It Right

Balancing the Conversation for CX: How to Speak to Customers in “The New Normal”

5 Customer Experience Lessons We Can Take From 2020

Customer Service Communication Challenges

Clearing Up Communication for the New Year

3 Tips on How to Use Surveys to Connect with Your Audience