Lauren Winder, Author at Quiq

Ugh, surveys… Right? You talk to customers; your support team talks to customers. You feel like...

Customer service has embraced messaging, and each new generation of customers prefers it more and mo...

Messaging is quick. It’s casual. It’s easy to breeze through the pleasantries and get straight t...

We frequently talk about metrics and tools and systems for providing excellent customer service. Whi...

Metrics are the lifeblood of help desks and contact centers. Most help desk leaders are using a vari...

We hate to break it to you, but the customer experience is getting worse. Okay, maybe you already...

How do you connect with customers throughout their purchase journey? Are you using live chat at ever...

What do customers want from your e-commerce business? Did you think of products first? That’s a...

Customer churn rate is a scary metric. Left unchecked, it’s a silent business killer. It’s es...

When was the last time you heard a story about exceptional customer service? Or an innovative way a...

One of the most impactful—and often overlooked—tools in customer service is...

How often do you interact with brands online? In-person? Brand interactions now happen onlin...

Omnichannel customer service is changing. It used to be about being everywhere. About co...

Unfortunately, crises can happen. We’ve seen it in our lifetime. Pandemics, wars, seve...

It’s 1995. A new company named eBay just launched, along with a new media format called a DVD. The...

Looking into reducing customer returns? You're in the right place. And you’ve been there as a c...

Retailers have had a tough few years. The pandemic threw businesses into a tailspin. If you’re...

How do customers find your business? Does your company frequently sponsor podcasts? Do you heavil...