Category: Service Cloud

There are many companies that exist and profit because they’re focused intensely on building better customer experiences. This isn’t an article about those companies. It’s about what comes before them: an idea, and the willingness to carry that idea through to its logical conclusion. In other words, this is an... Read More»

With the success of Cloud Computing as an accepted approach to solving enterprise-level business problems, many cloud computing solutions have arisen. Cloud computing solutions often seem to take different approaches to the cloud, and as a result, leave buyers confused. In this article, I'll offer an approach to help clear... Read More»

In our blog last week, Tim outlined the six major technology trends that are impacting relationships between citizens and the state/local governments that serve them. The rise in mobile/social popularity, frequency of apps, increasing number of connected products, growing data availability/abundance, and prevalence of customized experiences puts more emphasis on... Read More»

There are enough stories of customer support failures out there to make you want to run and hide under a rock. That’s not what this article’s about, though - and it’s not what customer service is about. Companies that really understand exceptional customer service know that it’s more about building... Read More»

Customer experience management didn’t always go by that name, but people have always recognized the value of excellent customer experiences. One of the benefits: word-of-mouth advertising. But didn't you always wonder how a business got word-of-mouth advertising? Nobody seemed to have a real answer, and not a lot of effort... Read More»

Discover all the new features in Spring ’15 Release Notes to learn how you can connect with your customers anywhere, with the Customer Success Platform. There are over 250 new and improved features in the Spring ’15 release and over 130 of the features were inspired by our customers and... Read More»

According to comScore, 176 million people in the U.S. owned a smartphone as of November 2014. That’s over 50% of the entire U.S. population that carries a supercomputer in their pocket. Sales, customer service, marketing, and every other part of your business is being revolutionized by mobile. LinkedIn reports that... Read More»

Check out the new Spring ’15 Release Preview to learn how you can connect with your customers anywhere with the Customer Success Platform. With over 250 new features in the Spring ’15 release, you can now build meaningful connections with your customers, partners, and employees on any device. The Spring... Read More»

Think about your last trip to the airport. Did you stand in a long line for your boarding pass? Or did you jump at the chance to use the self-service kiosk? As two of the co-authors of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, we — Matt... Read More»

While the new year can mean personal resolutions, like diet and exercise, from a business perspective, a new year can mean fresh prospects, opportunities, and ways to innovate. As we reflect on 2014, we've taken a look at all of the customers we've talked to about their best practices and... Read More»