by Bobby Matthews | Oct 10, 2022 | Blog
In a recent article for Forbes, business trend forecaster Brian Solis describes “a circle” with a picture of a customer in the middle of it. This, he says, is how most of us define “customer centricity.” It’s a promise to consider the impact on our customers in...
by Bobby Matthews | Sep 7, 2022 | Blog
As a consumer, I know how I feel when I have to reach out to customer care. So do you. Some brands (our favorite brands) make it so easy. One call or text or chat is all it takes to get what we need. So quick and painless that we barely stop to think about how well...
by Bobby Matthews | Aug 24, 2022 | Blog
We spend a lot of time in the customer care industry talking about consumer expectations: the trends, the unpredictable shifts, and of course, the latest and greatest innovations we can employ to better meet them. We invest in ever-greater organizational flexibility,...
by Bobby Matthews | Aug 12, 2022 | Blog
Even tiny shifts in leadership focus can lead to costly drops in customer experience. After showing an impressive post-covid CX rebound – and steady gains in 2021, US brands appear to have hit the wall. That’s according to Forrester’s 2022 US Customer Experience...
by Bobby Matthews | Jun 21, 2022 | Blog
It’s Time to Look Beyond Brand Loyalty The 6 ways consumers build long-lasting connections (and more profitable relationships) with the brands they love In their newly released 2022 Brand Intimacy Report, MBLM has expanded their decade-long investigation into the...
by Bobby Matthews | Jun 7, 2022 | Blog
“You can make or break a brand relationship in a single conversation…” That was an opening sentence that caught my eye the other day. Instantly, I thought, “Agreed!” It was an article about the tumultuous shifts that contact centers – and the brands that...
