The Year of Redefining Customer Retention

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...

What to Cut (and What to Grow) in Your Post-COVID CX Budget

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...

4 Super Powers You Gained This Year

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...

4 CX Steps to Boost Your Brand’s post-COVID Success

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...

Stop Mistaking Customer Silence with Customer Satisfaction

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...

If You’re Serious About Solving Your Real CX Issues…

...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...

7 Habits For Right Now

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...

4 Reasons to Treat COVID as the Dress Rehearsal

How the lessons you learn now will make your brand stronger and better prepared for the next unknown If you haven’t taken the time yet to step back from today’s challenge to plan for the next one, you’d be forgiven. But in his recent article for Forbes, writer and...

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