With the official Black Friday starting gun for the holiday season now officially fired, we thought we would share some tips for helping you prepare your teams for the remainder of the season. Remember, Black Friday and Cyber Monday still account for only a small percentage of holiday sales. The bulk of the holiday season […]

Welcome to the brand new CTS Service Solutions and Customers That Stick™ website! We’ve been working for some time to create a new vision for our site that would better help you, our readers and clients, engage with us and our content. We want to take this opportunity to take you through some of the […]

Meet Sean Hawkins! I am a Customer Experience and Contact Center Manager with over 15 years of contact center experience. My years in contact center leadership have provided me a solid understanding of the call center environment. I have a terrific pulse on incorporating innovation into the contact center having implemented social, outsourcing partners, new technology, […]

The following is a post from Tricia Keels, Social Media Manager here at CTS. What I like most about Tricia’s story is that it demonstrates how great systems and training can make a high effort experience as effortless as possible. While the product design could be more customer friendly (wait until the screwdriver part), the […]

“First, do the customer no harm.” The Hero-ClassTM Oath One of the interesting things about writing a book are the things you leave out. I am wrapping up the final edits on my upcoming customer service book with the publisher this week, and one of the few areas I made last minute changes to were […]

Meet David Janusz! While not an adherent to astrology, I am a true Cancer in that my work history is riddled with lateral moves. I’ve been a paper boy, a janitor, a paint factory worker, a waiter, a bar manager, a bicycle mechanic, a track and field coach, a personal trainer, a librarian and now […]

According to Help Scout, 94% of all online retailers provide email customer service. That means that a significant number of interactions with customers are made through email. Software Advice, a website that rates customer service software, released some interesting findings in a survey this summer on the best ‘tone’ for email customer support. So, how do […]

I’d like to take a moment to tell Customers That Stick™ readers about the 25th annual Compete Through Service Symposium put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business. The Center for Services Leadership is a leader in customer experience higher education and has one of the […]

In honor of Customer Experience Day (this event has now passed), Temkin Group released its “The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of […]