Here’s What’s Keeping Your Revenue from Growing by 33%

Here’s What’s Keeping Your Revenue from Growing by 33% It’s all about 2 Little Stars When Brightpearl wanted to know more about how online customer ratings impact businesses and their brands, they partnered with Trustpilot to take a closer look. They compiled their...

5 Ways to Cut Patient No-Shows (and Increase Patient Loyalty)

5 Ways to Cut Patient No-Shows (and Increase Patient Loyalty) Maintaining efficient scheduling is key to running a thriving practice. Over-schedule and patients end up waiting past their point of forgiveness. Under-schedule and your fully staffed office takes a...

3 Customer Experience Mistakes You Can Correct, Starting Now

When I came across this article by Gary Lyng on, it resonated instantly for me. Too often, the idea of creating a successful “CX Strategy” can be so daunting, even overwhelming, that the goal itself is slowly eroded by analysis paralysis.  Don’t get...

5 Success Strategies for Handling Unplanned Call Surges

Peaks and dips in call volume are a reality for every call center operation. Most volume cycles are easily anticipated, driven by the seasonality of your business or predictable market shifts. But how ready are you for the unanticipated? Extreme weather, natural...

The Secrets of CX Leaders

What the New Forrester CX Index Reveals About Your Untapped CX Opportunity The newest Forrester Index is out and, frankly, the findings are extremely eye-opening. For most U.S. brands, customer experience improvement has hit a plateau. Overall, according to the...

5 Secrets to Beating the Late Summer Slump

5 Secrets to Beating the Late Summer Slump Keep Your Call Center Agents Present, Productive, and Brand Positive, Even During the Dog Days of Summer Let’s face it, an inbound customer care center is a busy, sometimes high pressure work environment. It takes a special...

5 Easy Rules for Creating Patient Surveys

In a recent post, I covered 3 reasons every medical and dental practice should invest in patient surveying. But for many practices, especially smaller ones, making the decision to survey can be a challenging one. While the idea of asking patients how you’re doing...

Retaining Beats Recruiting, Every Time

How to Drive Higher Employee Retention in Today’s Low Unemployment In his recent article, tackling employee retention for Forbes, Mike Kappel shares his top four methods for keeping great hires onboard. One reason I like this piece so much and strongly recommend you...

From CX Expert to CX Leader

3 CX Fundamentals You Need to Know (and Do), Starting Now We live and work in an environment – and an economy – of continuously rising customer expectations. In an age of disruptors willing and able to fulfill just about every consumer whim, you face growing...

Never Make these 3 Marketing Mistakes Again

Never Make these 3 Marketing Mistakes Again Sometimes it’s all too easy to get so focused on the day-to-day minutia of running a growing business that we can lose sight of the fundamentals. Last week, I came across this wonderful piece on Forbes, written by market...

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