Justin Herrick

As a technology reporter-turned-marketer, Justin's natural curiosity to explore unique industries allows him to uncover how experience management plays a key role in decision-making for organizations.

November 22, 2023

Contact Center

How to Communicate with Angry Customers: 15 Quick Tips

Customer service is tasked with meeting and exceeding expectations, but the truth is this effort…

June 29, 2023

Customer Experience

10 Best Ways to Boost Survey Response Rates

Discover effective strategies and tips to boost survey response rates, optimize survey design, and collect…

Best Customer Experience Books to Read in 2023

CX leaders and new practitioners alike, here are the best customer experience books to add…

March 13, 2023

Customer Experience

Customer Experience vs Customer Service: How They’re Different (& Connected)

Customer experience and customer service are different, but connecting the two allows brands to delight…

March 10, 2023

Customer Experience

Customer Experience Management (CEM) Software: Top 9 Features to Choose a Platform

Find out the top features to choose the best customer experience management (CEM) software platform…

February 15, 2023

Customer Experience

Online Review Management: Strategy for Review Sites & Social Media

What do customers say about your brand on review sites and social media? Here’s everything…

January 12, 2023

Customer Experience

2023 Customer Experience Predictions: What CX Leaders Need to Know

From established brands to disruptive startups, everyone is rethinking their strategies this year — check…

December 12, 2022

Customer Experience

Why Leading Organizations Connect Employee Experience to Customer Experience

If a business wants to improve customer experience, examining and improving employee experience is where…

November 2, 2022

Contact Center

5 Tips to Prepare Your Contact Center for the Holiday Season

Here’s what to do to prepare your contact center for the holiday season as the…

October 14, 2022

Contact Center

3 Tips for a Contact Center to Train Agents, Reduce Turnover & Delight Customers

Customer service is pivotal to brand loyalty — here are tips for a contact center…

September 6, 2022

Customer Experience

Dreamforce 2022: Your Guide to Salesforce’s Biggest Event of the Year

Prepare for Dreamforce 2022 with a guide that covers what to expect, as well as…

April 1, 2022

Contact Center

How Code for America Built a Client Success Strategy Using Empathy: Q&A with Elena Fortuna

In the United States, the digital divide limits the accessibility of life-critical benefits for low-income…

March 30, 2022

Contact Center

How to Design a Call Center Rewards Program

Agent engagement is one of the biggest drivers of improving customer service and reducing attrition. Customer service leaders know…

March 2, 2022

Contact Center

Service Recovery: How to Win Customers Back After a Negative Experience

Customers know what they want and need, so the inability to provide service that meets expectations delivers…

January 12, 2022

Customer Experience

15 Business Text Messaging Examples for Customer Communication

If you want to reach and engage customers today, you’ll need to adapt to the…

December 20, 2021

Customer Experience

How to Effectively Collect Customer Feedback with Text Messaging

Customer feedback is arguably the most important piece of data for any business. It reveals what…

December 16, 2021

Customer Experience

5 Ways Text Messaging Automates & Improves Customer Experience

Trying to keep up with demand? Customer experience (CX) automation is the only way to meet and exceed…

December 7, 2021

Customer Experience

How to Properly Respond to Negative Online Reviews of Your Business

Take a look at online reviews of your business. Both positive and negative reviews shared…

December 3, 2021

Customer Experience

7 Negative Reviews That Could’ve Been Prevented with a Text Message

Online reviews can be a business’ best friend or worst enemy, depending on if the…

November 23, 2021

Customer Experience

5 Ways to Measure the Effectiveness of a Business Texting Program

Finally, you did it: your brand is sending and receiving text messages with customers — have you…

November 16, 2021

Customer Experience

How to Choose Business Texting Software: 10 Questions to Ask

You’ve made your decision: you need to use a business text messaging service. But now you…

November 5, 2021

Customer Experience

7 Reasons Why You Need to Use a Text Messaging Service for Business

Two-way, real-time communication with a business text messaging service gets your business closer than ever to…

November 2, 2021

Customer Experience

SMS vs MMS: What’s the Difference for Business Texting?

Communication with your customers can take place over several channels, but only a business text messaging…

October 19, 2021

Contact Center

Call Center Staffing: How Many Agents Do You Need?

Fast-growing companies with ambitious customer service goals and limited resources may find call center staffing…

August 24, 2021

Contact Center

What is Customer Sentiment (and Why Do You Need to Measure It)?

64% of consumers say they would stop doing business with a brand after only two or…