December 2020 - Boldr

There are two types of customer service reps you’ll encounter. One who prioritizes company policies over customer needs, and is eager to wrap up transactions to meet a performance metric. The other is focused on solving customer problems as thoroughly as possible, where the customer feels listened to and looked after at the end of […]

Customer Centricity is at the heart of a great customer experience. Brands that put in the effort to delight customers at every encounter — from the online shopping experience to the email campaigns to customer support calls — understand the importance of customer centricity. Research by Deloitte found that customer-centric companies were 60% more profitable compared to […]