Delivering consistently great customer service is no small challenge. It takes well-designed, seamless processes, substantial investments in technology, and a clear understanding of what customers expect and need. But for a timely reminder of what it takes to deliver...

Skybridge Americas Named One of 2019’s 50 Most Admired Companies We are delighted to share that Skybridge Americas has just been honored by Silicon Review magazine as one their Top 50 Most Admired Companies of 2019. Read more about this year’s honorees here > And...

Ever find yourself wondering why it still seems so hard to deliver what your customers want, when they want it, and in a way that sustains loyalty? Does it sometimes feel like, no matter how hard you try – and no matter how much you invest – you’re still facing the...

(Hint: it’s the same Golden Rule you learned as a kid.) I couldn’t help smiling as I read Vince Jeffs’ recent article for Customerthink, “4 Golden Rules for Knowing and Honoring Thy Customer.” In this piece, Jeffs challenges a current – but often misguided – belief...

5 Ways to Remain Competitive (No Matter What Your Competition Does) For the past several years, brands have placed increasing focus on the role and impact of disruptors. How can we anticipate the next disruption? What new, unforeseen technologies will emerge that...

6 Steps You Can Take Now If You’re Not Ready or not, the holiday season is here. For many brands, “the holidays” – that stretch of time between mid-November and early January – is the most critical time of the entire year. For customers, purchasing decisions made now...

How 4 Customer-Centric Companies are Winning with Customer Experience While many major brands today are still working on responding well to customer needs, Ryan Hollenbeck has just featured four companies who have cracked the code on anticipating those customer...

I’ve found myself in several conversations lately about what it’s going to take to be a customer experience leader in 2020. Of course, every brand might approach customer satisfaction, loyalty, and profitability using different tactical approaches, systems and...

Recently, Michael Brenner, marketing leader and author of the book Mean People Suck, explored how AI is, indeed, changing how businesses and consumers interact with each other. In his Chiefmarketer article, “The AI Paradox: Why More Automation Means We Need More...

3 Ways to Re-Engage With Today’s Digital, “Silent Traveler” With the exponential growth of online travel sites, today’s traveler has access to information on just about everything they need to complete a successful trip. With a couple of searches and a few clicks,...