Artist news

What Customers Really Want (and it isn't more choice)

It’s all very well for organisations to say they are becoming more customer-centric, but what are those customers like and how do they behave? During a recent trip to Australia, digital transformation specialist and former Microsoft executive Nancy Rademaker gave some insights into the customers of the 21st century. First and foremost, they are highly […]

Consumers Have Little Patience For Brands

Brand loyalty may one day be a thing of the past, as consumers seem to be losing trust in retailers and shunning brands that don’t meet their expectations, a newly published survey shows. To gauge public sentiment about brands, business software company Oracle teamed up with customer experience expert Jeanne Bliss to survey 1,143 adults, with respondents […]

Customer Service Expert Jeanne Bliss Asks, 'Would You Do That To Your Mother?'

Business leaders, contact center employees and sales associates interact with customers every day and are faced with requests, questions and a wide variety of complaints and issues. The customer experience largely comes down to how they respond—is it with a rote reply or a personalized reaction? Jeanne Bliss, president of CustomerBliss, bestselling author and a […]

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