Know the Golden Rule for Customer Service?

(Hint: it’s the same Golden Rule you learned as a kid.) I couldn’t help smiling as I read Vince Jeffs’ recent article for Customerthink, “4 Golden Rules for Knowing and Honoring Thy Customer.” In this piece, Jeffs challenges a current – but often misguided – belief...

How to Anticipate the Real Disruptors

5 Ways to Remain Competitive (No Matter What Your Competition Does) For the past several years, brands have placed increasing focus on the role and impact of disruptors. How can we anticipate the next disruption? What new, unforeseen technologies will emerge that...

Ready for the Holiday Season Call Volumes?

6 Steps You Can Take Now If You’re Not Ready or not, the holiday season is here. For many brands, “the holidays” – that stretch of time between mid-November and early January – is the most critical time of the entire year. For customers, purchasing decisions made now...

The “What’s Next” Approach to CX Success

How 4 Customer-Centric Companies are Winning with Customer Experience While many major brands today are still working on responding well to customer needs, Ryan Hollenbeck has just featured four companies who have cracked the code on anticipating those customer...