Customer relationships
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9 min read
From geniuses to ninjas—why companies are branding their support teams
It’s Saturday. I walk up to the bar feeling cool and confident, but also anxious. Not…
Article
7 min read
If you want customers to trust you, trust your agents to make them happy
Maybe I just caught him on a bad day, but John Tschohl, an expert on customer…
Article
9 min read
Customer service in the sharing economy: a delicate balance
The sharing economy is a whole new beast. This is the economy by which people use…
Article
17 min read
Tackling difficult topics head on: A conversation with Amy Gallo
The author of the HBR Guide to Dealing with Conflict and a contributing editor at Harvard…
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7 min read
Jenny Dempsey teaches that your health is a unique ecosystem all your own
How many health and wellness listicles have you favorited? You know, those stories like: “5 foods…
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7 min read
The Empathy Economy: Care, so your customers will too
I probably don’t need to tell you this, but trust is in short supply these days.…
Article
6 min read
Take it from Zappos—holiday hiring is everything
Though it’s only September, many companies are already deep into preparation for the upcoming holiday season.…
Article
13 min read
Founders are leaning in to service when launching customer-focused startups
How startups can leverage customer feedback to build better relationships
Article
14 min read
Take care of yourself, your team, and your customer—in that order
The four components of customer anger I outlined last week—the situation, its ramifications, baseline stress, and…
Article
9 min read
Customer entitlement: the high price we all pay
Every year, with the help of technology and data-driven insights, companies get better and better at…
Article
6 min read
Improving the customer experience: why UX writers and customer service should team up
I was terrified the first time I filled out my taxes. Combine dense government jargon with…
Article
8 min read
What women leaders bring to contact centers
Sarah Stealey Reed remembers a pivotal moment in her career as a contact center leader. She…
Article
4 min read
Machine translation—is it good enough for customer support?
In 1954, at the first public demonstration of a machine translation (MT) system, researchers from IBM…
Article
5 min read
Would you like a boxed water with that? Retailers reenvision the customer experience
Shopping used to mean spending hours in a crowded galleria that smelled faintly of churros and…
Article
6 min read
Unexpected and exceptional customer experiences, moment by moment
Back in 2007, FreshBooks CEO Mike McDerment wrote a post on his company’s blog musing about…
Article
8 min read
Smooth returns; return customers
Nothing simmers more comfortably on our back burner than stuff we need to return to the…
Article
7 min read
Mullets are back in business—especially in customer experience
The mullet has been a part of the cultural conversation for decades, often eliciting some ‘80s…
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