I was a pitcher on my high school and college baseball team. I became a pitcher by default because at one point, no one else on my Little League team was able to throw strikes, and as a batter I wasn't able to hit water if I fell out of a boat. It was a perfect fit.
When I got to high school, I...
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If you've spent time with the Salesforce Console, you'll know that this alternative view of Salesforce has a lot of power under the hood. That power comes from features like standard record layouts, workspaces, sidebar and footer components, keyboard shortcuts, push notifications, presence, macros...
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Everyone seems to be abuzz about millennials: how they are vastly different from the preceding generations, their sometimes outlandish requests, and how to please (and/or appease) them. For those who’ve yet to hear the term, millennials are defined as those born between 1980 and 2000. They...
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Companies are spending a fortune attempting to delight and engage customers and enhance their customer experience but CCMC’s latest National Rage Study, however, found that service and customer satisfaction are actually lower than in the 1970s. At a minimum, $75 billion in revenue is lost by...
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A customer’s experience lives long beyond the purchase. Customers experience several touchpoints with your company after the sale – from checking information on the website, viewing ads, reading articles, comparing brand experiences with peers, friends or influencers to contacting customer...
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Spring ’15 is now available! With over 250 new and improved features, you can now connect with your customers anywhere, with the Customer Success Platform.
Also, we are excited to announce that the Spring ’15 release has set a record for delivering features inspired by our customers and the...
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Greenvelope, a rapidly-growing electronic invitation, ticketing, and event management company, offers an eco-friendly way for people to celebrate the memorable days in their lives. We talked to Sam Franklin, CEO, about the role that customer service has played in the company’s...
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What if service and support organizations had a communications channel that could automatically reach the vast majority of consumers for private, two-way conversations and was a method that 52% of customers actually preferred over phone, email or web chats?
This isn’t some futuristic vision, it...
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Regardless of your industry or how much experience you have, customer service will always be challenging – not impossible, but challenging. This is because you can’t possibly please everyone. In the digital age, customer service is exponentially more challenging than it’s ever...
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