by Andrew Bosko | Sep 17, 2020 | Uncategorized
I recently wrote an article, “The Future of Customer Care is Here,” for CIO Applications magazine about customer care and how COVID-19 has not only accelerated the embrace of cloud-based, virtual platforms, but has driven fundamental changes in customer expectations....
by Andrew Bosko | Sep 15, 2020 | Uncategorized
I’ve been following a series of articles by Jim Tincher for Heart of the Customer in which he tackles this fundamental (and beautifully simplified) truth: “If you can improve customers’ experiences with your company, they will be happier, they’ll stay with you longer,...
by Andrew Bosko | Sep 11, 2020 | Uncategorized
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...
by Andrew Bosko | Sep 3, 2020 | Uncategorized
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...
by Andrew Bosko | Sep 1, 2020 | Uncategorized
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...
by Andrew Bosko | Aug 27, 2020 | Uncategorized
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...
