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8 min read

Be an #A11Y—why inclusive design is good design

Good design affects every aspect of our lives, from the tiniest interaction with our phones to…

Article
11 min read

The power of women-built brand experiences

Who designs the culture we live in? It’s everybody, right? We all contribute. Except that when…

Article
7 min read

Not all great customer experiences are convenient

In retail, creating a positive customer experience can mean a great many things, including offering bells…

Article
8 min read

More than metrics: What VCs are looking for in a SaaS startup

Most startups are hungry for investment from venture capitalists (VCs)—for the funds, but also for their…

Article
6 min read

The Magnolia method: Scaling authenticity in customer service

You don’t have to be the “Target Lady” to appreciate an occasional chin wag with customers.…

Article
11 min read

The vast unexplored possibility of data visualization

When scientists began working with artist Francesca Samsel in order to visualize things like how deep…

Article
8 min read

Why smart, predictive CX experiences depend on hybrid workforces

Last year saw hybrid workforces—a blend of humans and artificial intelligence—grow in popularity, especially within certain…

Article
6 min read

Support leader or data analyst? Why data analysis is an essential CX skill

Fancy Mills is the group training and content director for the International Customer Management Institute (ICMI).…

Article
4 min read

How augmented reality could change customer service

Back in 1988, former professional wrestler “Rowdy” Roddy Piper starred in John Carpenter’s soon-to-be-cult-classic They Live,…

Article
12 min read

Building teams, choosing joy, and getting personal: Meet Beth Held

Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…

Article
12 min read

Lead with trust: advice from Shopify’s Marcie Murray

Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…

Article
5 min read

Want to provide great retail CX? Start with your employees

It’s a tale as old as internet time. A customer walks into a store having researched…

Meet us at the top

Read the Zendesk Customer Experience Trends Report.

Article
9 min read

Squarespace’s Jessica O’Connell on customer support as brand ambassadors

Editor’s note: We’re extending International Women’s Day throughout the month of March to celebrate women in…

Article
6 min read

Dos and don'ts for marketing with memes

As ubiquitous as the devices we share them on, memes are here to stay—whether or not…

Article
8 min read

A strategy for using support data to create marketing content that works

The terms content and marketing go hand-in-hand, which is why, for many businesses, content can feel…

Article
8 min read

Is it time for your startup to form a customer advisory board?

A customer advisory board (CAB) is a highly specific animal, with a focused, strategic reason for…

Article
8 min read

The role accents play in customer service

If you haven’t yet seen Sorry to Bother You, it artistically and absurdly illustrates the very…

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