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Ready for a More Frictionless Customer Experience

In an age of skyrocketing customer expectations and growing competition, relationships are won or lost at the inbound customer care center. When your customers reach out, they do so by accessing the communication channel most convenient for them in that moment. Their...

The New Rules of Customer Loyalty: Timing is Everything

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...

Customer Journey Mapping Helps Prioritize Inbound Customer Care

Back in the 1990’s, most businesses saw – and operated – their inbound call centers as little more than an expense. A call center’s performance was measured by how cheaply it could be run. The calls with customers were, in turn, measured with a conveyor-belt...

Great Patient Care Starts With a Great Experience on the Phone

Your patients expect you to provide them with the highest level of care. They need to trust you to have their best interests at heart, at every phase of their relationship with you, your practice, and everyone in your office. But, if you’re like most medical or dental...

5 Ways Your Brand’s Success Depends on Your Call Center

No matter where you are in your marketing and branding journey, you and every other sales organization have at least one thing in common. Your inbound marketing strategies (actually, nearly all of your marketing efforts) really only exist for two primary reasons: To...

50 Retail Innovation Stats that Prove the Power of Customer Experience

I’ve been talking a lot about customer experience (CX). That shouldn’t come as a surprise, given our focus on CX here at Skybridge Americas. Being able to deliver a consistent, superior, memorable customer experience is what enables you to build and maintain your...

5 Customer Experience Mistakes That Hurt Your Bottom Line

Customer experience (CX) shapes loyalty, profitability, and ultimately, a company’s long-term success. But what does CX look like within your organization today? Who has defined it? Multiple studies – of consumers as well as marketing leaders – confirm that CX is no...

Vision, Values, and Powerful Storytelling

The Keys to Customer Engagement I recently came across an article on customerthink.com by Bob Apollo, founder of Inflexion-Point Strategy Partners that examines how a business’ growth strategy is often dependent on how well that business can tell its story. In the...


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