For most businesses, the customer service function is something that evolves over time. When your business was just taking off, odds are that everyone was the customer care department. When a customer had a need, question, complaint, or suggestion, whoever got the...

According to a recent study, American companies are in the middle of a $136 billion “switching epidemic,” with consumers dumping their current service providers at a growing rate. That’s great news for you… if you’re a leader in customer experience. If you’ve taken...

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...

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...

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...

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...

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...

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...

  Maintaining a successful medical or dental practice depends on your ability to sustain excellent patient satisfaction, experience, and engagement. But how are you defining patient experience? Are you operating under the impression that it's all about your patient's...

  And Build the Best Inbound Customer Care Team There was a lot of excitement and celebration last week, when the U.S. jobs report came out. Not only did the U.S. add 263,000 jobs (exceeding expectations by a staggering 73,000), but we are now enjoying a 3.6%...