Customer Archive

Ask any state and local government leader — in IT and beyond — what they’re most focused on today, and you’re likely to hear two responses: security (a perennial) and customer experience (CX). And, in most cases, the two can’t be parsed. At Adobe, we focus on

The design of your website is one of those key elements of modern brand building that has the power and potential to make or break customer experience and satisfaction. Quite simply, without a responsive, intuitive, and customer-centric design that boasts a customer success mindset, your site has no

I’m on the phone with a startup executive roleplaying as a frustrated customer, and a note along with a speedometer icon appears on my computer screen: Speaking slowly — You are speaking slower than usual. Try increasing your speaking pace. I speed up, and the message disappears, only to be

With the seemingly endless popularity of puppy and kitten pictures, videos, and memes on the internet, it would seem that the social media script for America’s largest pet pharmacy could basically write itself. But while the customers of 1-800-PetMeds do like to post lots of photos of

It began like any other Takeout Thursday at the Metis Communications office. We chose a restaurant, placed a group order on DoorDash (a food delivery service), and eagerly awaited the arrival of our burrito lunch from Boloco. When said lunch arrived, however, there was a problem: Melissa,

Have you considered the role direct messaging might be able to play in your customer service process? If your company is new to business messaging, the practice is a simple, yet new and ripe one. There are now over 3 billion active messaging accounts worldwide, and businesses like