The equation used to determine the level of a customer’s satisfaction is: Experience – Expectation = Satisfaction. So, if a customer expects a 7 and you provide a 10 then the customer leaves ...

The "customer service as a cost center" narrative has been in circulation for years, which stems from the mindset that servicing customers is a numbers game—customer handling and closing tickets ...

Related Article: Your Customer Experience Won't Shine Without Empathy The Three T's of Customer Service Technology. By relegating technology to only one third of the equation, I don't mean to ...

Good customer service “doesn’t provide an upside on loyalty,” says Brent Adamson, distinguished vice president of the Gartner Customer Service & Support Practice. “At best, a great customer service ...

The keys to the customer service equation include competent and compassionate reps, a manager who can effectively handle escalations, multiple means of contact (email, phone, chat, etc.), and ...

As a small business, getting the customer service equation right can be difficult. This is not only true with black businesses, but other small businesses as well.

In attempting to gain loyalty, most customer service organizations concentrate on improving service experience quality, but new research from Gartner shows that such efforts aren’t enough to boost ...