A call to a customer service department can sometimes send a customer's blood pressure rocketing. What are businesses doing to cause that reaction? Or to prevent it? Find out what Joe Mont of The Street has to offer about the worst and best in customer support. 

You receive an angry call or visit from an irate customer. How should you respond? Incensed customers can be a challenge, but Eilene Zimmerman’s article “Accentuating the Positive to Angry Customers” in The New York Times’ presents techniques industry experts use to defuse tense situations—techniques that Percepta contact center representatives consistently apply.

Customer journey mapping is a core part of Percepta's services providing a detailed perspective of your customer's potential interaction with the brand along with strategic recommendations designed to enhance customer satisfaction and boost customer loyalty.

Discover customer journey mapping and why author and strategic marketing expert Adam Richardson claims this process as the "first essential step of improving the experience you deliver" in this post on Harvard Business Review's blog.

Think can just run your business like you used to? In this post, Mickie Kennedy talks about how social media and other online experiences have changed the face of customer service. He says the average consumer is much savvier than s/he was just a few years ago…with a wealth of information available at their fingertips.

Percepta understands this too. Social media continues to an increasingly important component to interacting with a brand, creating a conversation and supporting a brand's promise to itscustomers.