Articles about customer support from the TextExpander blog.
A single source of truth gives customer support teams one reliable place for answers, so information stays accurate as it moves between agents. TextExpander's senior support lead explains how it keeps responses 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.
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.
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.
CX leaders are investing in voice of the customer programs, journey analytics, CRM, and customer data platforms. These customer experience trends show where budgets are going and which popular ideas are getting less attention.
