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8 min read

Where do your customers stand on sustainable packaging?

These days, every time I buy something wrapped in plastic, I am haunted by the specter…

Article
7 min read

How to build a brand that will evolve with your business

You’ve landed on the Big Idea, or at least that’s what you and your fellow sleep-deprived…

Article
7 min read

Why some retailers aren't affected by the Amazon Effect

Austin-based startup Beardbrand didn’t plan to not sell on Amazon. In fact, James Wilson, a growth…

Article
8 min read

Messaging is open for business. Are brands ready?

We’re living in the messaging era. From chatbots and voice assistants to emojis and end-to-end encryption,…

Article
8 min read

Navigating the bumpy road to a seamless customer experience

People talk and write all the time about seamless customer experiences. What they don’t so often…

Article
7 min read

How to use emotional data to build customer loyalty

In the 1990s, neuroscientist Antonio Damasio made a breakthrough discovery: people make decisions based primarily on…

Article
6 min read

People, planet, profit: Peak Design’s Green Deal

Peter Dering had to earn his eponym. His firefighter father and intrepid older brother always went…

Article
6 min read

3 questions to ask when choosing the right BPO for your brand

When a company chooses a partner, the who and how are crucial. This is particularly true…

Article
6 min read

3 lessons from Betterment on building a customer-centric financial service

When Jon Stein graduated college in 2001, he knew he wanted to help people make better…

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
7 min read

How startup Hello Alfred is scaling its people-first technology business

When best friends Marcela Sapone and Jessica Beck left their jobs in finance and consulting in…

Article
8 min read

When luxury customer service is no longer a luxury, but the norm

If you own a private jet, you likely also use a scheduling and concierge service, and…

Article
6 min read

The psychology of rating: It's hard, but better, to be honest

In 2014, China revealed a social credit system plan with the Chinese government, aiming to have…

Make yourself heard

Join the Zendesk Experience Research Panel and help shape the future of our products.

Article
11 min read

The trust economy and why it’s okay to get a bad rating

Chances are, we tell our children, or we were told when we were young, not to…

Article
7 min read

From shopkeeper to "customer keeper"—how retail is shifting its focus

Customers increasingly view a good experience with a brand as table stakes. And though creating positive…

Article
11 min read

Everyone can get service right—here's how. A Q&A with Jeff Toister

It seems fair to say that getting customer service right—every time, for every customer—is right up…

Article
8 min read

Would you pay for customer service from a human?

I’ve been a Verizon customer for years. So I was shocked, a few months ago, when…

Article
10 min read

Why gendered language is everyone's business

It was an upscale Indian restaurant near Central Park–”magnificent views of the park and upper Manhattan,…

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