12 Jun How Creative Brands Make Customers Feel Good
If you make customers feel good they are likely to stay and more likely to share, like, subscribe, re-post and buy more....
Customer Satisfaction Blog
05 Jun B2C Personalization Power in Customer Engagement
If your communication doesn’t include B2C personalization you’re missing something - your customer...
29 May The Power of Streamlining Customer Experience
I love how technology has streamlined consumer life. Amazon prime provides shopping from home and delivers purchases within hours. GrubHub delivers food to the doorstep of over 19 million users. What an upgrade from epic store lines, waiting weeks for a package, cooking and getting...
15 May Analog and Digital Customer Experience in Harmony
There are benefits to both digital and analog experience in music. The same is true for customer service. Analog and digital customer experience isn’t a binary choice. ...
08 May Disrupt Live Chat – 3 Considerations on How to End Interactions
Beth contacted her wireless provider via chat to ask about data upgrade options for her phone plan . The customer service rep, Dale, answered her question with ease. Beth thanked him, they talked about how cool the most recent “Game of Thrones” episode was and...
01 May To Win Millennial Customers Understand Them Don’t Mock Them
We’ve heard the term “me, me, me generation” and that millennials are lazy and self-obsessed over and over again. The major news outlets quoting stats hasn’t helped. Hasbro even made a Monopoly for Millennials. Not everyone was amused though. Whether you buy into the stereotypes...
24 Apr Marvelous Customer Experience with Higher, Further, Faster Service
Captain Marvel is not only a powerful super heroine, her catchphrase has business applications - higher, further, faster. Take some tips from this superhero’s motto and raise your customer service game....
18 Apr Will Millennials and Gen Z be the Death of the Call Center?
Millennials and Gen Z are the largest customer base in history and their habits are pushing for more than just a rainbow unicorn latte. They want customer service on their terms. Could Millennials and Gen Z be the death of the call center? ...
11 Apr How Top Brands like Virgin Build Company Culture
You can teach employees a slogan or a marketing soundbite, but what company culture truly is beneath the polish is the foundation upon which the company soars, or falls. It is what people feel about a company and how they talk about it when the...
03 Apr Employee Engagement, CX and Happiness
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business....