The Real Heroes Powering Super CX Performance
Shopping contact centers? Ask these two questions about front-line leadership to reveal which providers are ready to deliver superior customer experience – and which ones probably aren’t. Customer loyalty isn’t something you build once and count on forever. It is...
Looking for Customer Loyalty? Start Right Here
Customer care is a loyalty investment to be protected and managed for growth. It’s time to stop treating it like a cost. Thanks to the strange, mixed messages our economy keeps sending, many businesses find themselves juggling the dueling concerns of sustained...Think You’re Customer Centric? Brian Solis Has a Quiz for You
In a recent article for Forbes, business trend forecaster Brian Solis describes “a circle” with a picture of a customer in the middle of it. This, he says, is how most of us define “customer centricity.” It’s a promise to consider the impact on our customers in...Are Your Customers Losing Patience with Your Customer Care?
As a consumer, I know how I feel when I have to reach out to customer care. So do you. Some brands (our favorite brands) make it so easy. One call or text or chat is all it takes to get what we need. So quick and painless that we barely stop to think about how well...Follow Us
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