Customer Service

The US states where people are more likely to say “f*** you” than “thanks”

Few first-world problems are more galling than trying to get something done on a customer service helpline. All the waiting, followed by poor “service,” can send callers into paroxysms of rage. More often than not, we express that anger in one of the only ways we know how: swearing.<p>An analysis of …

Business

How to Train Salespeople

There are two types of training that fall under the umbrella of “sales training.” The first is teaching the basic mechanics of sales: how to go about …

Selling

Messenger Is Changing Customer Service Profoundly: Here's How

For routine communications, people increasingly prefer messaging to talking. That has big implications for business.<p>Slowly but surely, bots are replacing the search window, the site-based shopping cart, and outdated marketing tools. But most importantly, messaging solutions and bots are now acting …

Chatbots

Hertz Is Hiring Almost 20 Work-From-Home Positions

There are some pretty sweet benefits, including major discounts on rental cars.<p>If you're tired of the office life, today is your lucky day. The car rental company Hertz just announced that it is hiring almost 20 work-from-home positions across the country.<p>Hertz is looking for part- and full-time …

Work from Home

Don't Click on These New Fake Replies From 'Customer Service Departments'

A new phishing variant looks like responses to requests for information.<p>Phishing is not a new crime, but the criminals who send phishing emails continue to refine their craft. One form of phishing email that seems to be gaining momentum is the "fake reply."<p>According to a recent report by the Comodo …

Business

6 Powerful Ways to Nurture Your Business’s Customer Support Department

Whichever way you choose to opt, acquiring feedback is a gateway to a great performance by customer service teams. All the above pointers are …

Your Business

How Artificial Intelligence Will Impact The Insurance Industry

If you’re like most people, calling an insurance company isn’t among your favorite activities. That’s because the insurance industry is one of the least innovative areas for customer experience, meaning that customers typically come away from their interactions disappointed and dissatisfied. …

Intelligence

Here Are the States That Swear the Most

No one <i>enjoys</i> having prolonged chats with customer service reps to get a problem fixed, but some of us tend to be more polite and patient with the …

Cool Stuff

Facebook's three-pronged plan to get businesses to use Messenger more

Facebook sees an opportunity to connect businesses with its 1.2 billion Messenger monthly users — and create new revenue sources for the company …

Facebook

I watched in bewilderment while a man tried to return butternut squash because he thought it was cheese

Grocery stores are a plentiful bounty. Not just of food and poorly made homewares. That’s the obvious. They’re a cornucopia of stories. Linger in one for a while, and you’re going to stumble across something incredible. On Saturday evening, I went to the store to get some things for dinner. Another …

Butternut Squash

Get Started: Demand for small businesses remains strong

A rundown of recent small business news tidbits:<p><b>Hot commodities</b><p>The demand for small businesses remains strong, with a record number sold during the second quarter, according to BizBuySell.com, an online marketplace for buying and selling companies.<p>BizBuySell.com reported 2,534 closed transactions, …

Small Business

10 jobs or apprenticeships perfect for school leavers this summer

A hairdressing apprenticeship, retail roles, and hospitality jobs are among those available

Education

Improving Customer Service and Security With Data Analytics

The advantages of analytics to customer service have already been shown. Now the question becomes: How can analytics be used to improve …

MIT

Walmart Wants To Use Facial Recognition To Identify Unhappy Shoppers

A new project would use cameras at the check-out counter to improve customer service<p>Walmart wants to turn your frown upside down. The company …

Walmart

A2P SMS and chat apps are increasingly favored by enterprise businesses

More and more enterprises are seeking the use of application to person (A2P) SMS as a channel for customer engagement, notification and …

Chatbots

Avoid Unnecessary Frustration: Essential Call Center Lingo - Live and Let's Fly

I spend hours on the phone each week speaking to different airlines and loyalty programs from around the world. The single most important time-saver: …

Airlines

Plans to compare bank customer service

<b>Banks should provide evidence of the quality of service - such as the frequency of security incidents - to allow customers to compare accounts.</b><p>The time taken to open an account or to replace a lost or stolen card should also be published, the Financial Conduct Authority (FCA) said.<p>Such service …

Financial Conduct Authority

How to keep your US phone number when moving internationally

My family and I are moving to France for a couple of years, and while we plan on using a French cellphone plan, we also want to conserve our US phone …

Phones

How Chatbots Foreshadow A Bigger Trend For Australian Startups

Chatbots are the new <i>it</i> thing. They’re futuristic, they’re innovative and they’re driven by progressive tech. But chances are, you already knew that. There’s a lot already written about this burgeoning AI trend and its entrepreneurial advantages, but I want to focus on what seems to be an …

Chatbots

Cabin crew jobs on offer at EasyJet - here's how to apply

EasyJet has announced the largest cabin crew intake in its 21-year history - and jobs are available with the airline in the North-east.<p>The company …

Cabin Crew

Off-White and Warby Parker Team Up For A Sunglasses Collaboration

The limited-edition collection is already available to shop.<p>Off-White's Virgil Abloh has a penchant for designing instantly cool accessories (case in point: these boots made "for walking"), but has yet to tap into the eyewear market—until now. The streetwear designer joined forces with eyewear …

Fashion

Back to Basics: 5 Tips for Becoming a More Effective Community Manager

Your main goal as a community manager is to advocate your brand on social networks, find and engage potential customers in an online community and …

Social Media Marketing

How to use your CRM data to gain an advantage over your competitors

These 8 stats prove that outstanding customer experience can help to protect the customer base against competitors’ raids. With CRM in place, such …

Customer Experience

Walmart cancels some SNES Classic Edition pre-orders due to website error (update)

‘The item was incorrectly displayed before time’<p>It was briefly possible to pre-order the Super NES Classic Edition at Walmart, but the company now says it jumped the gun — and customers are reporting that Walmart is canceling their orders.<p>Pre-orders went live late Friday night, shortly after 11:30 …

SNES

How may I help y'all? D-FW has a good number of call centers returning to U.S.

In response to customer demand for locally based customer service representatives, Dallas-based Nationstar Mortgage decided last month to bring its …

Texas

What Business Owners Need to Know to Keep Their Customers Happy

Research from CMO Council shows what customers like and what makes them feel neglected and frustrated.<p>The keys to any successful business are offering a service people need, at a price they are willing to pay and keeping customers happy. The first two can be challenging enough, but keeping …

Customer Experience

Westfield Aims to Differentiate With Boost to Service Offerings

The mall operator’s upgrading its customer service via its “Service With Style” program.<p><b>SERVICE WITH A SMILE:</b> Westfield Corp. has taken a page out of …

United States

Best alternatives to T-Mobile

If you like T-Mobile's coverage, check out these alternatives that use T-Mobile's coverage.<p>T-Mobile, like the rest of the Big Four U.S. carriers, is …

Phones

Twenty-three questions to help small businesses build their brand

It will be no surprise to anyone who reads this blog that the incessant discussion of the brand as a subset of marketing sends me round the twist. …

Small Business

Today's Customer Experience Technology Stack For The Modern Customer

<i>Listen to CTO of IAC Publishing Labs David Rowley The Modern Customer Podcast</i><p>It used to be that customer experience took place in person or when a customer called a support line; however, the interactions of today’s modern customer are much more digital, meaning there is a huge need for a …

Customer Experience