I’ve been following a series of articles by Jim Tincher for Heart of the Customer in which he tackles this fundamental (and beautifully simplified) truth: “If you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer,...

Is Your Hyper Focus on Keeping Every Customer Causing You to Lose Your Best Customers In a year marked by unwelcome surprises, economic uncertainty, and worry aplenty, the drive to retain every possible customer is understandable. But it may not be a particularly...

4 Key Metrics That Are Worth a Bigger Investment As every company grapples with planning and budgeting for next year (and realistically, even for the next few months) many brands are feeling some understandable pressure to look for ways to cut sales, marketing, and CX...

There’s no point in sugar-coating it: 2020 has been a year of unprecedented challenges, unknowns, headaches and, at times, heartaches. But it’s also been a time of learning, adapting, radically re-thinking, and staying the course – all in different measures, at...

For months, Americans have been adapting their consumer behaviors to accommodate the restrictions brought on by the pandemic. And, not surprisingly, they’ve learned a lot of lessons along the way. Turns out, some brands have made it easier than others. Some brands...

5 Ways to Turn Find and Fix Problems Early You know the saying, “if it’s not broken, don’t fix it…” In a year like this one, when so much has seemed to be broken, turned inside-out, or teetering on the edge, your time, focus, and resources have probably been pretty...

...Look at Your Own Operation (Not Just at Your Employee) We’ve all been there. A customer has a bad experience on the phone. They’re mad. They’re super verbal. And they’ve taken the time to make sure we know every detail of what went so wrong. The customer care agent...

Technology is developing at breakneck speed, so communicating and working with teams across the world is also gaining significance. Accordingly, Business Process Outsourcing (BPO) has been growing in popularity. In almost every industry, businesses can now outsource...

6 Critical Insights Into the Loyalty Rollercoaster Your Customers Have Been Riding and How You Can Bring Them Safely Back to Your Brand Not long ago – just last November, to be exact – consumers were reporting that they were more brand loyal than they’d been the...

A Timely Rethinking of What it Takes to Lead Your Brand Through Uncertain Times In Stephen Covey’s famous book, “The 7 Habits of Highly Effective People,” we are introduced to a set of practices that successful, “highly effective” people consistently apply to their...