safety

The ongoing global health crisis has had a significant impact on consumer behavior. Consumers are not only shopping online more, they’re also using online channels to access customer service. In fact, according to Salesforce’s most recent State of Service report, 87% of service professionals indicate that customers have increased their use of digital channels during…

Customer-centric brands can leverage these four CX trends to deliver great experiences in the year ahead. At the start of the COVID-19 pandemic, companies scrambled to adapt to what we thought were temporary changes in consumer behavior. For example, retailers rushed to make curbside pickup available to keep contact to a minimum—while still maintaining sales….

At the Intersection of Maximum Connection and Minimal Contact It’s 2020 and the eCommerce world finds itself in an interesting place. On one hand, the lifespan of eCommerce is at a point where consumer connection matters more than ever. Customer Experience tops the list of what retailers strive for each day. In fact, the Qualtrics…

Introduction Negative reviews are a fact of life for businesses — even the most customer-focused ones. No matter how great a product or service is, it’s simply impossible to please every person every single time. Negative reviews may be unavoidable, but that doesn’t businesses welcome them. That’s because this content can do some serious damage…

AmazonBasics has been making headline news lately. First there were the antitrust allegations, which claim the company uses insider data to develop its own private label products that directly compete with other brands. Amazon launched its first private label brand, “AmazonBasics” in 2009. Today, they have more than 200 private label brands in a variety of…

In 2009, Peanut Corp. of America lost $1 billion, went bankrupt and closed up its business. All these happened because a batch of their peanut butter was contaminated with salmonella. As a result, 9 people died and hundreds more fell sick after consuming their peanut butter. In a similar incident, Pfizer had to pull its bestselling…