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Ring in 2017 with exceptional customer service

  Customer service can take a leading role in building your brand for the new year. (more…)

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Predicting the unpredictable with travel consumers

  Travelers often have unique care requests. (more…)

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3 must-do’s for consumer care during product recalls

  Product recalls may offer a chance to prove commitment to customer satisfaction. (more…)

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Millennials are talking, are brands listening?

  Dissatisfied millennials will likely voice concerns with brands. (more…)

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Modern customers willing to exchange data for personalization

  While most customers are cautious, they recognize what information is necessary for special treatment. (more…)

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Luxury brands finally using the Internet for quality consumer care

  Luxury websites provide new features for product information. (more…)

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The utility industry must prepare for growing consumer feedback

  Millennial consumers will contact companies as soon as there is a service problem. (more…)

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3 ways to create memorable customer service engagements

  Customers only remember very positive or negative interactions with support agents. (more…)

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3 ways to design customer care with simplicity in mind

  You can make customers happy by keeping consistent transaction histories for phone conversations. (more…)

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4 overlooked details when delivering exceptional customer care

  Using a consumer's name during a care engagement demonstrates personalization. (more…)

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Creating a network of consumers

  Groups of consumers can share information online and in-person. (more…)

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Oops: 4 ways care centers can respond to brand mistakes

  Accepting responsibility helps regain consumer trust. (more…)

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3 sources for customer data (besides customers)

  Market fluctuations affect consumer demand. (more…)

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Prioritizing the call center in a connected world

  How important are phone engagements to a brand? (more…)

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Overcoming consumer negativity bias through excellent customer service

  Every professional interaction should be a positive one. (more…)

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Travel Industry must prepare for seasonal consumer feedback

  When lines are short, companies should spend time preparing for the rush. (more…)

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Think like a robot, provide service like a human

  Robots can't display empathy the way a person can. (more…)

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3 types of social media customer advocacy

  Get your customers talking about your service on social media. (more…)

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Best practices for customer service phrasing

  Customer care agents must use polite and professional phrases. (more…)

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Time to rethink “the customer is always right”

  Customer care center employees need to have the power to recognize when consumer makes a mistake. (more…)

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