So, let's take some time to review how customer memory actually works, according to the disciplines of social psychology and behavioral economics, as viewed through the lens of my own experience as a customer experience designer and customer service consultant. A basic principle of human … Read More

NEW YORK — Subway delays and cancellations are not anything new for commuting New Yorkers — but a new program being rolled out by the MTA may just help calm the chaos. It's called ICAP — which stands for Incidence Customer Assistance Program. "ICAP is a team of head office …

If you think about the number of touchpoints, from loyalty programme information and purchase behaviour through to online reviews, social media references and conversations with customer service representatives in contact centres, these interactions deliver data that helps marketers to visualise the … Read More

If individuals abuse the service, we must take action so that our model continues to be sustainable for everyone. If customers do feel there has been a mistake, they should feel free to reach out to MoviePass customer service via the phone number on the back of their card. We …

Great customer service not only prevents bad reviews, it also helps define your brand. 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 convenient hours of … Read More

… help the customer throughout the interaction and process transactions on behalf of the customer.” With such positive results and the increased accessibility of technology, 84% of organisations surveyed revealed that they expect to increase investment in customer service technology, including VCAs, … Read More

SANDY, Utah, Feb. 26, 2018 /PRNewswire/ — Ally Bank, the online banking subsidiary of Ally Financial Inc., (NYSE: ALLY) was presented with one Gold and two Silver Stevie® Awards at the twelfth annual Stevie Awards for Sales & Customer Service ceremony held in Las Vegas on Feb. 23, 2018. Read …

LAS VEGAS, NEVADA–(Marketwired – Feb. 26, 2018) – Today at HAI HELI-EXPO, Pratt & Whitney Canada announced six new helicopter engine services as part of its ongoing transformation of the company's customer service organization and the way in which it designs and delivers programs to match … Read More

Customer satisfaction surveys are getting it all wrong; there's a better way … A HappyOrNot terminal allows customers lodge their feelings when it matters most. … This anecdote proves my point: No survey, especially those focused on customer service and experience, should be 30 questions long. In fact … Read More

Affinity Water has announced its customers can now manage their accounts with a voice-activated service via a new Alexa Skill. The company claims to be the first water firm to take advantage of the technology, which will allow customers to “manage their account with ease”. The new service will be … …