Join CustomerThink and you'll immediately receive "The Top 5 Practices of Customer Experience Winners," an e-book based on CustomerThink's research. Hooked On Customers: The Five Habits of Legendary ...

As we begin Q4 of an eventful 2020, it’s time to look out for the 2021 customer experience trends and tactics for creating exceptional experiences in increasingly complex environments. We rounded up ...

Metrics tracking is a vital element of every call center. However, aiming to track all possible call center metrics can lead to information overload. Instead, organizations must focus on metrics that ...

Every time I see the usual NPS defenders — from Bain and its loyal followers to CEOs who built their brands around it — I can’t help but recognize the pattern. Of course, they’ll keep defending it.

Continuing the trend from 2020, cloud is unveiling its dominance on the tech world as companies using cloud computing pursue such benefits as easy scalability, improved data security, and not to ...

A lot of businesses collect customer feedback—but do they turn it into real insight, or just a stack of random data? An even bigger question: do they actually know which types of customer satisfaction ...

Customer loyalty is critical to the survival of any business. If your customers suddenly find good reasons to start visiting your competitors, maybe it was because they weren’t satisfied with your ...

Customer relationship management (CRM) has been around for over thirty years, but there’s still widespread misunderstanding about what it is. That is partly due to competing perspectives – tech firms ...

Customer reach is the potential number of customers your business can reach through any marketing channel or campaign. For instance, when you’re using a TV commercial to market your business, your ...

The COVID-19 pandemic in 2020 changed the whole world and made everyone accustomed to a new normal. And, despite the crisis in various industries, eCommerce is now very much alive. People will never ...

Artificial intelligence has now come far beyond mere automation. It is also no longer just about machines that can do repetitive tasks or analyze large datasets. We are now in the age of generative AI ...

It’s no secret that cultivating loyalty from your existing customers is lucrative: it costs five times more to recruit new customers than retain current ones, and customers are known to spend 67% more ...