Practical ways to type less, reply faster and keep your team consistent.
Five customer service attributes separate high-performing, customer-centric companies from the rest. Drawing on John Sills' work, see how ambition, connection, agent authority, focus, and perspective help teams serve customers.
Showing empathy in customer service helps agents connect with customers, especially over email and chat where tone is easy to miss. Learn how empathy differs from sympathy, techniques for empathy statements, and five examples.
Seven customer experience behaviors define what a human experience looks like: accessible, consistent, flexible, proactive, respectful, responsible, and straightforward. See how CX author John Sills describes each one.
Failure demand is the extra contact created when customers reach out repeatedly about preventable problems. Learn what it costs, how to identify it in your organization, and how to trace each case back to its root cause.
Customer feedback requests are everywhere, yet surveys often produce noise instead of insight. CX author John Sills explains the feedback wedge and why customers don't always know what they want.
Loyal customers may be more myth than reality, according to CX author John Sills. Learn why strong brands don't guarantee loyalty, how usefulness and status keep customers coming back, and what that means for retention.
The Engagement Capacity Gap is the divide between what it takes to build strong customer connections and the resources available. Learn its root causes and strategies for communication, collaboration, goals, and technology.
Proving customer experience ROI is hard, and CX author John Sills argues the usual approach may be a myth. Learn what CX ROI means, how upselling fits in, and a better way to connect customer experience to business value.
CSAT, Net Promoter Score, retention rate, Customer Effort Score, and churn are the customer service stats CX leaders track most. See which measures are gaining or losing priority and how ROI and financial stats fit in.
