There are many important things you can do to ensure you’re managing customer expectations as well as possible. From investing in the right tools and software to setting realistic expectations and ...

The pandemic has created some “cultural angst” among consumers who are more anxious about the trustworthiness and delivery of services. As customers get more used to doing everything remotely — from ...

Companies today are more focused than ever on delivering a great customer experience, and rightly so — a business that consistently satisfies and delights customers gains an incredible competitive ...

According to a report by Forrester, firms that have been working on optimizing customer experience are more likely to generate higher revenue than those who put customer experience (CX) secondary.

As customer expectations evolve, basic amenities and standard services are no longer sufficient to captivate modern, experience-savvy guests. This consumer mindset shift mandates an industry ...

Managing customer expectations in an AI world is a tall order that Demetria Elmore relishes meeting and exceeding. My career in customer care has been inspired by three core tenets — service, economic ...

McDonald’s does not succeed because it delights customers. It succeeds because it removes uncertainty.