Customer loyalty and retention

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  • customer service and support

    Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call ... Continue Reading

  • Mystery shopping software key to CX management

    Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading

  • Kool-Aid point

    The Kool-Aid point is a threshold of fame or success that, when reached, will cause a negative backlash simply because the individual in question is famous or successful. Continue Reading

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