Businesses that provide after-sale support for their products--and after-sale maintenance of their customer base to encourage repeat sales--need a method of tracking customer service contacts. This ...

Often times when I go to the Taco Bell in Ithaca, I usually enjoy having a couple of laughs with the person taking my order. That’s all it takes. If we can have a genuine 20 second conversation, ...

Why you need to put yourself in your customer’s shoes to understand the experiences they have with your organization. How well do you put yourself in your customer’s shoes? Year in and year out, ...

Customers today are passionate fans of properly designed self-service. In response, I've developed specific, reliable rules, based on customer experience design principles, customer service best ...

The value of design thinking has been well documented in the past. This value can range from increased adoption to more revenue. With some minor modifications to already common software development ...

Litha Ramirez, executive director of the Experience Strategy and Design Group at SPR and other CX experts share their thoughts on the advantages of CX design. In an effort to provide a consistent, ...

The best customer service is built around what your customers need, feel and think about your brand. Mukesh Mirchandani of Freshworks shares four ways to put customers first in platform design There's ...

Karmarkar, Uday S., and Uma R. Karmarkar. "Customer Experience and Service Design." Chap. 7 in Managing Consumer Services: Factory or Theater? edited by Enzo Baglieri and Uday Karmarkar, 109–130.

Unlock the full InfoQ experience by logging in! Stay updated with your favorite authors and topics, engage with content, and download exclusive resources. Dany Lepage discusses the architectural ...

Customer service isn't just about being courteous to your customers – it's a vital element of business operations that can impact your bottom line and affect how your company is viewed in the public ...

After asking his satellite company to change his TV service from wired to wireless, Scott M. Broetzmann spent months trying to get the job done. First, technicians failed to show up for scheduled ...