customer relationship

June 6, 2022
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New research finds that customer service agents are abusing customers

At the end of March, Olga Khazan writing in The Atlantic published an article that asked “Why People Are Acting So Weird.” The article describes how, […]
May 30, 2022
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Little personal touches can make all the difference – Interview with Jawad Malik of Idrese

Today’s interview is with Jawad Malik, the founder of Chicago-based Idrese, a direct to consumer (D2C) brand that provides affordable and luxury custom-made shoes made in […]
April 22, 2022
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Why CMOs should invest in their customer service teams

At the end of Feb 2022, Accenture released a new research report called: End-to-Endless Customer Service. The research surveyed 2,030 service leaders, 13,327 B2C customers and […]
March 16, 2022
trust

Brand trust emerges as the single biggest contributor to customer experience

In March last year, I wrote about Havas CX’s X Index and how it offered a new and holistic view of a brand’s customer experience (CX). […]