Yes, New Customers are an Investment. But What’s Your Return?

But What’s Your Return? After a year of upheaval, unpredictability, and astonishing shifts in consumer behavior, 2021 is shaping up to be the year of rethinking and recalibration. The marketing and CX strategies that seemed spot on just twelve months ago now may be...

5 New Year’s Resolutions for 2021

The white-knuckle ride known as 2020 has taught us many things, from the foolishness of taking anything for granted, to the importance of being resilient. And this year, more than ever, it feels impossible to avoid reflecting on the lessons we’ve learned and which...

A 6 Point Compass Check for Navigating 2021

Every January carries the promise of new beginnings, fresh starts, and high hopes. For many of us, this is a time of committing to specific resolutions, aimed at making us better leaders. That’s all well and good. But this year, after the year we’ve just had, I’m...

14 Brand Loyalty Boosters for 2021

After a year of getting the rug get pulled out from under nearly every plan you thought you had last January, you’d be forgiven for approaching 2021 with some trepidation. So, how can you best position your brand to meet your customers’ expectations next year? How can...

Three Trends Shaping the Future of Customer Experience

The next normal may be a ways off. In the meantime, here are three trends that will likely influence how customers connect with brands “Leaders who identified how to quickly pivot … not only saw new sustainable paths to profitability but also increased brand value.”...

The Unforgettable Tony Hsieh: 5 Customer Care Lessons for Us All

A few times in the past, I’ve written about the deep and long-lasting positive impact of Tony Hsieh on the world of customer service and the profound, inextricable link between employee happiness and customer happiness. Hsieh, former CEO of Zappos, seemed to approach...

The CX Short List: 3 Critical Strengths You’ll Need in 2021

What does the future hold? How will 2021 unfold? I’m sure that most of us in the customer care realm have formed a few (or more) opinions on that topic. But I’m also pretty sure that none of us would be willing to bet our last dollar on the specifics. How could we?...

Laresa McIntyre Named Best 10 CFOs of 2020 by Industry Era

A New Standard in Customer Experience Laresa McIntyre, CFO of Skybridge Americas possesses that rare combination of visionary leadership, an acute focus on bottom line results, and a passion for building and leading motivated, high performing teams. She believes that,...

5 Attitudes that Distinguish a Great CMO

What distinguishes good marketing and customer experience leaders from the truly exceptional? According to a recent and very eye-opening study, great CMO’s bring 5 distinct attitudes to the critical task of “driving human-centric business growth.” When international...

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