By J. N. Halm In the world of customer service, feedback is the breakfast of champions. Managers across industries regularly provide feedback to their employees, hoping to shape behaviour, improve ...

The current COVID-19 situation seemingly has provided a sudden glimpse into a future world, one in which digital has become central to every interaction, forcing organizations to further up the ...

The ability to successfully navigate shifts in consumer behavior is critical for businesses today. With technology and trends changing on a constant basis, tracking consumers’ responses to emerging ...

The entire study of customer behavior is dedicated to examining the factors and motives that form purchase decisions, as well as the emotional, mental, and behavioral responses and influences these ...

The customer service industry is especially ripe for situational passive aggressive behaviors in that service professionals are expected to demonstrate hospitable behaviors at all times. When faced ...

What if your SEO strategy could predict what customers want before they even search? The shift from keyword-centric to behavior-driven SEO is important. When you understand why people search, not just ...

"Your service sucks! Can't you do anything right?" shouted Jeff, his voice laced with frustration. He had demanded to have a new water dispenser sent over to replace the one that had malfunctioned, ...