Customer relationships
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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…
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…
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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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