by Andrew Bosko | Jun 11, 2019 | Uncategorized
How Emotions, Rational Thought, and Shared Values Each Drive Loyalty at Different Stages in the Customer Lifecycle In an ambitious new research study, Deloitte took a deep dive into the value of “emotion-driven engagement.” They went super deep, conducting an...
by Andrew Bosko | Jun 7, 2019 | Uncategorized
For most businesses, the customer service function is something that evolves over time. When your business was just taking off, odds are that everyone was the customer care department. When a customer had a need, question, complaint, or suggestion, whoever got the...
by Andrew Bosko | Jun 5, 2019 | Uncategorized
According to a recent study, American companies are in the middle of a $136 billion “switching epidemic,” with consumers dumping their current service providers at a growing rate. That’s great news for you… if you’re a leader in customer experience. If you’ve taken...
