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Customer Feedback is Your Mirror

By: Special Guest    9/8/2015

Lately, I've been drawing parallels between people, businesses and the need for self-assurance. If mirrors are objects of personal observation and gro…

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Lightning Strikes at Salesforce: CRM Giant Retools UI, Enables Responsive Design

By: Paula Bernier    8/25/2015

In what Salesforce says is its biggest launch ever, the company has unveiled Salesforce Lightning, which represents a complete rebuild of its Sales Cl…

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Mixing the Perfect Sales Cocktail

By: Special Guest    8/14/2015

Sales can be complicated! Whether you're a career sales professional or just starting your first sales job, being a good salesperson can be frustratin…

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Why Do We Hate Our Callers?

By: Mark Bedard    8/10/2015

Let's put that in perspective. New communication mediums, protocols, and interaction methods are coming at us faster than we can blink. Yet, almost 2 …

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Why Every Contact Center Should Use Speech Analytics Technology

By: Special Guest    8/10/2015

If you own, manage or work in a contact center, your workplace can greatly benefit from the incorporation of speech analytics technology. Speech analy…

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How Customer Centricity Can Accelerate Your Commercial Growth

By: Special Guest    7/23/2015

Customer service is the foundation upon which successful businesses are built. Customer wants and needs are constantly evolving, and great technology …

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T-Mobile Transforms its Customer Service Experience with Sparkcentral

By: Special Guest    7/23/2015

When T-Mobile branded themselves as the "un-carrier" in 2013, it was a game-changing moment in the telecommunications industry. Suddenly, customers we…

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What's Behind a Great Customer Experience? 10 Factors that Lead to Happy Customers

By: Special Guest    7/14/2015

There's no denying it - happy customers are worth more money. And it's really not surprising, as anger or disappointment rarely leads to a spending sp…

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The Problem with Selling a Solution Before Finding the Problem

By: Special Guest    7/14/2015

Ever heard of 'putting the cart before the horse?' It's an old expression often used to suggest that one is doing something in the wrong order. It als…

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Using the Quarterly Business Review to Reduce Customer Churn

By: Special Guest    7/8/2015

Customer churn is expensive. The best way to avoid it is to keep close tabs on the health of business relationships and address issues proactively rat…

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Search Marketing Goes Mobile: What Marketers Need To Know

By: Special Guest    7/6/2015

Google searches take place more on mobile devices than on desktops in 10 countries including the U.S. and Japan. Though Google declined to disclose th…

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Four Tips to Drive Offline Sales

By: Special Guest    7/1/2015

Advertisements and valuable content can bring your audience to your website, but what is driving them to your store? Even though customers are able to…

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5 Ways Big Data Benefits Consumers

By: Larry Alton    6/26/2015

When many people think of big data, they think of the way the government and retailers gather consumer information for marketing and national security…

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Salesforce Brings Live Customer Service to Mobile Apps

By: Paula Bernier    6/25/2015

Everybody knows how attached we all are to our smartphones and tablets, and how it's become common to interact with the organizations with which we do…

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TMC Announces Winners of the 11th Annual Speech Technology Excellence Award

By: Special Guest    6/11/2015

The eleventh-annual Speech Technology Excellence Award, presented by CUSTOMER Magazine, honors companies who have demonstrated innovation in speech te…

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Customer Service Still Not a Priority for Businesses: What Gives?

By: Rodney Kuhn    5/1/2015

Almost any blog you read on the topic of customer service will tell you the same thing: customer care (i.e. retention, loyalty, quality of service, di…

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Customer Experience: Contact Center Vital Stop in Customer Journey as Voice of Your Brand

By: Steve Brubaker    6/5/2014

The final paragraph in the article talks about the importance of employee engagement for customer experience professionals. I couldn't agree more. A h…

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Three Crucial Takeaways from the Target Data Breach

By: Steve Brubaker    4/16/2014

Target's follies, however, cast a spotlight on broader business lessons that can be learned, serving as a reminder of the extreme importance of excell…

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