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...

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.”...

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...

I've been writing a lot lately about customer expectations, the changes we're seeing, and how some customer care providers have been able to step up to meet those expectations. As I've mentioned, part of the challenge that every retail brand faces now is that the rate...

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?...

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,...

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...

When McKinsey recently published their customer loyalty study, it was a wake-up call, revealing that, over the course of this topsy-turvy year, 75% of US consumers have upended their own shopping practices. Yes, 3 out of 4 American customers turned away from the...

It's inevitable. At about this time, as the calendar hurtles from Thanksgiving to the New Year, we find ourselves reflecting on the year that has been. Honestly, these year-end musings have been fairly routine. From a business leadership perspective, this review...

Sometimes, especially during periods of challenge, it’s easy to see when something’s not working. It’s tougher to see why. And often, it can feel nearly impossible to see how to fix it. Every brand has been there. This round-up of CX tips from the Forbes...