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# Skybridge Americas

Professional Call Center Solutions

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## Posts

- [It’s Time to Look Beyond Brand Loyalty](https://skybridgeamericas.com/why-brand-intimacy-might-be-a-smarter-way-to-gauge-the-health-and-profitability-of-your-customer-relationships/) - 6 ways brands can build stronger customer relationships and lasting brand loyalty“Love is harder than ever for brands to earn.” That’s how MBLM introduces their latest Brand Intimacy Report, in which they expand their decade-plus investigation into the question: What really drives consumer loyalty? Going deeper than in previous years, the study evaluates more than
- [3 Major Patient Frustrations and How to Cure Them in 2020](https://skybridgeamericas.com/3-major-patient-frustrations-and-how-to-cure-them-in-2020/) - If you have recently surveyed your patients (a practice I highly recommend), it’s likely that the three key issues I’ve highlighted below have shown up in your results.How are you treating these common ailments at your clinic?#1) The Ailment: You Make it Too Hard to Schedule AppointmentsIn Experian Health’s 2026 State of Patient Access survey,
- [Why Treat Your Patients Like Customers?](https://skybridgeamericas.com/why-treat-your-patients-like-customers/) - How patient experience, customer service, and appointment access influence healthcare loyaltyDelivering a powerful, positive customer experience is the one of biggest challenges facing every consumer facing industry today. That is especially true in the health care sector. If you doubt me, consider Press Ganey’s 2026 study. According to the research, quality of customer service and
- [5 Traits of Truly Great Customer Service Supervisors](https://skybridgeamericas.com/5-traits-of-truly-great-customer-service-supervisors/) - Building, training, and expanding a superior customer contact team never happens by accident. It’s never an afterthought. And it’s never a “nice to have.”Great customer care is intentional. It’s an investment in building a stronger, more profitable, more loyal customer relationship. And it is virtually impossible without a team of strong supervisors in place.But what
- [3 Ways to Turn New Customers into Loyal Customers](https://skybridgeamericas.com/3-ways-to-turn-new-customers-into-loyal-customers/) - As the leader of a growing business, you know the importance of new customer acquisition.In fact, if you’re like most of us, a hefty portion of your business plan and budget are likely devoted to bringing in new buyers. But while you’re studying the buying habits, needs, and expectations of potential new customers, are you
- [5 Habits of Highly Customer Centric Companies](https://skybridgeamericas.com/5-habits-of-highly-customer-centric-companies/) - If you’re like most leaders of truly customer-centric companies, you’ve set audacious growth goals and you’re doing everything in your power to stay one step ahead of industry disruptors. It’s easy to get hyper-focused on technology: what’s new, what works, and what’s worth the investment of your time, attention, and money?Don’t get me wrong, cutting
- [Why Social Media is Your Most Powerful Customer Relationship Tool](https://skybridgeamericas.com/why-social-media-is-your-most-powerful-customer-relationship-tool/) - by Jim Lyoob Technology has offered us many ways to gauge customer experience and adjust business practices in response, but not until social media have we had access to such unbiased, real-time consumer responses. Consumers can like us, rate us, and often make or break us based on their online assessments of our businesses. Customer feedback
- [Defining Customer Success Metrics](https://skybridgeamericas.com/defining-customer-success-metrics/) - by Alison Holmlund As the Chief Customer Officer for a software-as-a-service (SaaS) company, much of my day is spent thinking about customer success and retention. Like any subscription-based business, renewals are our lifeblood and the success of our customers is paramount to our success as a company. A focus on customer success should be embraced
- [3 Ways to Win the Loyalty of the Omni-Channel Consumer](https://skybridgeamericas.com/3-ways-to-win-the-loyalty-of-the-omni-channel-consumer/) - by Michelle Covey The holiday season was a poignant reminder of just how much the omnichannel consumer is own-ing the retail industry. Anything you need is available at your fingertips, 24/7 via your mobile device. Creating a successful omnichannel presence is no easy task and there is a continued gap between what retailers can provide
- [5 Secrets to Turning Happy Customers Into Brand Evangelists](https://skybridgeamericas.com/5-secrets-to-turning-happy-customers-into-brand-evangelists/) - You have no business without customers. You already knew that. Every business leader knows that attracting, maintaining, and growing the customer base is essential to growing the company. So it’s not surprisingly that savvy businesses leaders place heavy emphasis on new customer acquisition. What is surprising is how often businesses fail to pay enough attention
- [Want to Keep Customers Happy?  Keep Your Customer Care Employees Happy](https://skybridgeamericas.com/want-to-keep-customers-happy-keep-your-customer-care-employees-happy/) - by Bobby Matthews Senior Vice President, Sales and Marketing Skybridge Americas bmatthews@skybridgeamericas.com I’ve been in this business for more than twenty years. And it’s never been boring. Customer Services Outsourcing is an industry that never, ever stops changing. That’s not just because of the breakneck pace of technology innovations. It’s also because customer expectations
- [Everything I Need to Succeed I Learned as a Customer Service Agent](https://skybridgeamericas.com/everything-i-need-to-succeed-i-learned-as-a-customer-service-agent/) - 5 Lessons We Can All Learn from the Voice on the Other End of the Phone Have you ever called a customer care line with a minor complaint – only to wind up more frustrated by the time you hung up? Of course you have. We all have. Now consider the repercussions of that experience.
- [5 Signs You Need to Outsource Customer Service](https://skybridgeamericas.com/5-signs-you-need-to-outsource-customer-service/) - You’ve probably had an inkling for a while now: Your current customer care process isn’t working. Calls keep coming in but your current team is either too busy, insufficiently skilled, or simply held back by old technology. Whatever the reason, poorly handled inbound customer calls pose a risk to your business. But how can you
- [3 Communications Tips for Keeping Customer Care Employees Engaged](https://skybridgeamericas.com/3-communications-tips-for-keeping-customer-care-employees-engaged/) - In today’s tight employment market, nurture your best talent pool. Here in the United States, we’re enjoying more than a decade of economic growth, with the most rapid wage gain rate since 2009 and historically low unemployment rates. Long-term low unemployment is, especially, cause for celebration. It means that just about everyone who needs work
- [The True Financial Value of a Superior Customer Experience](https://skybridgeamericas.com/the-true-financial-value-of-a-superior-customer-experience/) - “What’s a great, differentiated customer experience really worth to a company?” Isn’t that the question all of us, as business leaders, ask ourselves? I know it’s the (sometimes unspoken) question at the heart of the decision making process whenever an organization is evaluating its customer service operation. Sure, conceptually, we know that treating our customers
- [9 Winning Traits of a Superior Call Center Agent](https://skybridgeamericas.com/9-winning-traits-of-a-superior-call-center-agent/) - Running a high performance call center today is an increasingly complex responsibility. Consider how the role of the inbound customer care center leader has expanded. To run a successful operation, you must be: A Marketing Expert: Today, you can never take your finger off the pulse of your customer base. You need to understand and
- [The Real Cost of Downtime in your Customer Contact Center](https://skybridgeamericas.com/the-real-cost-of-downtime-in-your-customer-contact-center/) - How many times in the past year has your customer care platform experienced any unplanned downtime? How did you recover – and how quickly? More importantly, how did you examine the experience to make sure it didn’t happen again? If you’re like most of us, you probably began by looking at the cold, hard
- [6 Benefits of In-Home Call Center Agents](https://skybridgeamericas.com/6-benefits-of-in-home-call-center-agents/) - The Advantages of Letting Customer Care Agents Take the Job Home When I talk with business owners about moving their customer care operation from in-house to outsourced, I find that their opinions usually fall into three camps: Camp 1: those who say they will “never” outsource (for a whole host of reasons), Camp 2: those
- [Survey Fatigue?!](https://skybridgeamericas.com/survey-fatigue/) - Why Customer Surveys are More Important – and More Risky – than Ever No matter what industry you’re in, you’ve probably noticed that your customers expectations are changing rapidly. Often, those changes can catch you completely by surprise. Keeping up with those shifting wants, needs and standards can feel nearly impossible for any business. So
- [Create Customer Surveys that Pay Off, Big Time](https://skybridgeamericas.com/create-customer-surveys-that-pay-off-big-time/) - 8 Tips to Turn Customer Insights into Action Last time, I talked about the importance of customer surveys and the perils of proceeding surveying without a clearly defined plan. I also promised to share my favorite tips for avoiding those surveying pitfalls. Here they are. No matter what your industry, the demographics of your customer
- [Skybridge Americas Recognized as a Top Ten Contact Center!](https://skybridgeamericas.com/skybridge-americas-recognized-as-a-top-ten-contact-center/) - Our Next Level Call Center Innovations are Featured in This Month's CIO Applications Magazine From CIO Applications The communications space is evolving at a faster rate and so are the needs and demands of the customers. The modern customer is aware of their specific needs and expects faster response from service providers. However, most organizations
- [How Outsourcing Customer Care Can  Protect Your Company Culture](https://skybridgeamericas.com/how-outsourcing-customer-care-can-protect-your-company-culture/) - It’s All About Vision, Planning, and Choosing the Right Partner All the logistics of your growing business point to the fact that it’s time to outsource your inbound customer care operation. So, what’s keeping you from moving forward? Is it a concern about cost? ROI? A “loss of control” or the nagging worry that
- [5 Ways to Build Customer Trust](https://skybridgeamericas.com/5-ways-to-build-customer-trust/) - A customer’s first purchase might be a leap of faith. Everything that happens after that is driven largely by how successfully you maintain – and protect – their faith in you. Before your customer buys again – or recommends you to anyone else – they need to believe that your brand is reliable, that
- [How the Role of the CMO is Rapidly Changing](https://skybridgeamericas.com/how-the-role-of-the-cmo-is-rapidly-changing/) - How the Role of the CMO is Rapidly Changing In today’s environment of rapidly shifting customer expectations, the demands on marketing departments and, especially, CMO’s, have grown exponentially. Today’s CMO’s – and the teams they lead – are the drivers of revenue growth, customer loyalty, and product innovation. In this very thought provoking article in
- [The First Step to Fix Customer Experience Fails](https://skybridgeamericas.com/the-first-step-to-fix-customer-experience-fails/) - How the Role of the CMO is Rapidly Changing Before you can truly improve CX, you need to understand the disconnects between customer expectation, customer experience, and your current CX efforts. Most successful business leaders today understand that their customers have certain expectations of them. Most brands know that they need to meet – and,
- [5 Ways to Compete in a Tight Labor Market](https://skybridgeamericas.com/5-ways-to-compete-in-a-tight-labor-market/) - And Build the Best Inbound Customer Care Team There was a lot of excitement and celebration last week, when the U.S. jobs report came out. Not only did the U.S. add 263,000 jobs (exceeding expectations by a staggering 73,000), but we are now enjoying a 3.6% unemployment rate, our lowest in fifty years. As
- [How Outsourcing Appointment Scheduling Can Improve Patient Loyalty and Efficiency](https://skybridgeamericas.com/how-outsourcing-appointment-scheduling-can-improve-patient-loyalty-and-efficiency/) - Maintaining a successful medical or dental practice depends on your ability to sustain excellent patient satisfaction, experience, and engagement. But how are you defining patient experience? Are you operating under the impression that it's all about your patient's interactions with you, personally? If so, you may be missing opportunities to improve on other, high
- [Vision, Values, and Powerful Storytelling](https://skybridgeamericas.com/vision-values-and-powerful-storytelling/) - The Keys to Customer Engagement I recently came across an article on customerthink.com by Bob Apollo, founder of Inflexion-Point Strategy Partners that examines how a business’ growth strategy is often dependent on how well that business can tell its story. In the piece, Apollo suggests that the most successful marketing – or “storytelling” – strategies
- [5 Customer Experience Mistakes That Hurt Your Bottom Line](https://skybridgeamericas.com/5-customer-experience-mistakes-that-hurt-your-bottom-line/) - Customer experience (CX) shapes loyalty, profitability, and ultimately, a company’s long-term success. But what does CX look like within your organization today? Who has defined it? Multiple studies – of consumers as well as marketing leaders – confirm that CX is no passing phase. It’s here to stay and growing exponentially in its importance to
- [50 Retail Innovation Stats that Prove the Power of Customer Experience](https://skybridgeamericas.com/50-retail-innovation-stats-that-prove-the-power-of-customer-experience/) - I've been talking a lot about customer experience (CX). That shouldn't come as a surprise, given our focus on CX here at Skybridge Americas. Being able to deliver a consistent, superior, memorable customer experience is what enables you to build and maintain your brand, even in the face of unexpected challenges from new, disruptive competitors
- [5 Ways Your Brand’s Success Depends on Your Call Center](https://skybridgeamericas.com/5-ways-your-brands-success-depends-on-your-call-center/) - No matter where you are in your marketing and branding journey, you and every other sales organization have at least one thing in common. Your inbound marketing strategies (actually, nearly all of your marketing efforts) really only exist for two primary reasons: To generate new leads, and To nurture the customers you already have How
- [Great Patient Care Starts With a Great Experience on the Phone](https://skybridgeamericas.com/great-patient-care-starts-with-a-great-experience-on-the-phone/) - Your patients expect you to provide them with the highest level of care. They need to trust you to have their best interests at heart, at every phase of their relationship with you, your practice, and everyone in your office. But, if you’re like most medical or dental practices, you're discovering, the hard way, that
- [Customer Journey Mapping Helps Prioritize Inbound Customer Care](https://skybridgeamericas.com/customer-journey-mapping-helps-prioritize-inbound-customer-care/) - Back in the 1990’s, most businesses saw – and operated – their inbound call centers as little more than an expense. A call center’s performance was measured by how cheaply it could be run. The calls with customers were, in turn, measured with a conveyor-belt mentality: crank as many through, as quickly as possible. It’s
- [Here’s What Happens When New Customer Acquisition  Overshadows Customer Loyalty](https://skybridgeamericas.com/heres-what-happens-when-new-customer-acquisition-overshadows-customer-loyalty/) - According to a recent study, American companies are in the middle of a $136 billion “switching epidemic,” with consumers dumping their current service providers at a growing rate. That’s great news for you… if you’re a leader in customer experience. If you’ve taken your eye off the CX ball lately, though, it’s a danger sign.
- [3 Ways Outsourcing Can Transform Your Call Center and Grow Your Business](https://skybridgeamericas.com/3-ways-outsourcing-can-transform-your-call-center-and-grow-your-business/) - For most businesses, the customer service function is something that evolves over time. When your business was just taking off, odds are that everyone was the customer care department. When a customer had a need, question, complaint, or suggestion, whoever got the call or email took care of it. As you grew, your customer care
- [The New Rules of Customer Loyalty: Timing is Everything](https://skybridgeamericas.com/the-new-rules-of-customer-loyalty-timing-is-everything/) - How Emotions, Rational Thought, and Shared Values Each Drive Loyalty at Different Stages in the Customer Lifecycle In an ambitious new research study, Deloitte took a deep dive into the value of “emotion-driven engagement.” They went super deep, conducting an integrated analysis of 91 million social media posts, data from a meta-analysis of 2090 VOC
- [Ready for a More Frictionless Customer Experience](https://skybridgeamericas.com/ready-for-a-more-frictionless-customer-experience/) - In an age of skyrocketing customer expectations and growing competition, relationships are won or lost at the inbound customer care center. When your customers reach out, they do so by accessing the communication channel most convenient for them in that moment. Their expectations used to be simple enough. Customers wanted their question or issue resolved
- [How Call Center Outsourcing Drives Patient Loyalty](https://skybridgeamericas.com/how-call-center-outsourcing-drives-patient-loyalty/) - As U.S. health care providers increase their focus on value-based care, there is growing focus on understanding patient loyalty – and the factors that drive or undermine it. Now, in its substantial new report, Press Ganey highlights a number of findings that may surprise some clinic leaders, revealing how certain patient experiences influence loyalty. Specifically,
- [How to Run a Highly Effective Remote Team](https://skybridgeamericas.com/how-to-run-a-highly-effective-remote-team/) - It's All About Keeping Distant Teams Closely Connected to Mission, Culture, and Each Other Not long ago, "working at home" and other remote working arrangements were rare perks, bestowed only on those few senior or in-demand workers who were considered productive – and trustworthy – enough to deserve it. But by 2010, the tides had
- [5 Proven Tips for Retaining Your Best Customer Service Employees](https://skybridgeamericas.com/5-proven-tips-for-retaining-your-best-customer-service-employees/) - If you’re like most customer service managers, you’re facing a growing challenge within your own department: keeping your customer care agents on board and fulfilled at work. Retaining your best agents has never been more important – or more difficult. With unemployment rates remaining below 4%, your agents know there are other opportunities out there.
- [Can You Afford to Deliver Highly Caring Customer Service?](https://skybridgeamericas.com/can-you-afford-to-deliver-highly-caring-customer-service/) - (Seriously, Can You Afford Not to?) In his recent article on forbes.com, contributor Micah Solomon points to a growing paradox in customer care: Advances in technology and artificial intelligence continue to enable faster automation and easier self-service. I'll take that a step further. If you're serious about delivering world class customer care, cutting-edge technology isn't
- [Is Your Call Center Ready for the 2019 Call Spikes?](https://skybridgeamericas.com/is-your-call-center-ready-for-the-2019-call-spikes/) - How Outsourcing Makes It Easier and Less Costly to Manage Call Surges Quick question: How did your inbound call center handle call spikes last year? I’m not just talking about the predictable, seasonal upticks in volume. I’m also asking about last minute rushes that are always impossible to predict and super challenging to handle. Whether
- [3 Reasons You Need to Survey Patient Satisfaction](https://skybridgeamericas.com/3-reasons-you-need-to-survey-patient-satisfaction/) - Start Building Patient Loyalty by Asking the Right Questions When is the last time you reached out to your patients and asked for their honest, unvarnished opinions on your practice? Let me ask that another way: When is the last time you surveyed your patients (present and recent past)? Was it a patient-friendly survey –
- [Onshore, Nearshore or Offshore](https://skybridgeamericas.com/onshore-nearshore-or-offshore/) - Choosing the Call Center that’s Best for You and Your Customers Finding the right outsourced call center can be a daunting challenge. Try an online search for customer service providers and you’ll get 387 million results. How can anyone sort through all of that information? For starters, if you thought the only two types of
- [Never Make these 3 Marketing Mistakes Again](https://skybridgeamericas.com/never-make-these-3-marketing-mistakes-again/) - Never Make these 3 Marketing Mistakes Again Sometimes it’s all too easy to get so focused on the day-to-day minutia of running a growing business that we can lose sight of the fundamentals. Last week, I came across this wonderful piece on Forbes, written by market research expert, Kimberly Whitler. In it, she asks Kipp
- [From CX Expert to CX Leader](https://skybridgeamericas.com/from-cx-expert-to-cx-leader/) - 3 CX Fundamentals You Need to Know (and Do), Starting Now We live and work in an environment – and an economy – of continuously rising customer expectations. In an age of disruptors willing and able to fulfill just about every consumer whim, you face growing competition, often from unexpected quarters. As a result, your
- [Retaining Beats Recruiting, Every Time](https://skybridgeamericas.com/retaining-beats-recruiting-every-time/) - How to Drive Higher Employee Retention in Today’s Low Unemployment In his recent article, tackling employee retention for Forbes, Mike Kappel shares his top four methods for keeping great hires onboard. One reason I like this piece so much and strongly recommend you read it is that he places a spotlight on 4 “common sense”
- [5 Easy Rules for Creating Patient Surveys](https://skybridgeamericas.com/5-easy-rules-for-creating-patient-surveys/) - In a recent post, I covered 3 reasons every medical and dental practice should invest in patient surveying. But for many practices, especially smaller ones, making the decision to survey can be a challenging one. While the idea of asking patients how you're doing sounds simple, the truth is, creating a survey that gets you
- [5 Secrets to Beating the Late Summer Slump](https://skybridgeamericas.com/5-secrets-to-beating-the-late-summer-slump/) - 5 Secrets to Beating the Late Summer Slump Keep Your Call Center Agents Present, Productive, and Brand Positive, Even During the Dog Days of Summer Let’s face it, an inbound customer care center is a busy, sometimes high pressure work environment. It takes a special kind of employee to handle every call with an upbeat,
- [The Secrets of CX Leaders](https://skybridgeamericas.com/the-secrets-of-cx-leaders/) - What the New Forrester CX Index Reveals About Your Untapped CX Opportunity The newest Forrester Index is out and, frankly, the findings are extremely eye-opening. For most U.S. brands, customer experience improvement has hit a plateau. Overall, according to the research in Forrester’s 5th annual U.S. Customer Experience Index report, CX grew only 0.4 points
- [5 Success Strategies for Handling Unplanned Call Surges](https://skybridgeamericas.com/5-success-strategies-for-handling-unplanned-call-surges/) - Peaks and dips in call volume are a reality for every call center operation. Most volume cycles are easily anticipated, driven by the seasonality of your business or predictable market shifts. But how ready are you for the unanticipated? Extreme weather, natural disasters, system outages, product recalls, or other unexpected events can flood your platform
- [3 Customer Experience Mistakes You Can Correct, Starting Now](https://skybridgeamericas.com/3-customer-experience-mistakes-you-can-correct-starting-now/) - When I came across this article by Gary Lyng on thriveglobal.com, it resonated instantly for me. Too often, the idea of creating a successful “CX Strategy” can be so daunting, even overwhelming, that the goal itself is slowly eroded by analysis paralysis. Don’t get me wrong, the analysis is important. But wherever you are in
- [5 Ways to Cut Patient No-Shows (and Increase Patient Loyalty)](https://skybridgeamericas.com/5-ways-to-cut-patient-no-shows-and-increase-patient-loyalty/) - 5 Ways to Cut Patient No-Shows (and Increase Patient Loyalty) Maintaining efficient scheduling is key to running a thriving practice. Over-schedule and patients end up waiting past their point of forgiveness. Under-schedule and your fully staffed office takes a painful financial hit. And then there are the no-shows. No matter how hard you try to
- [Here’s What’s Keeping Your Revenue from Growing by 33%](https://skybridgeamericas.com/heres-whats-keeping-your-revenue-from-growing-by-33/) - Here’s What’s Keeping Your Revenue from Growing by 33% It’s all about 2 Little Stars When Brightpearl wanted to know more about how online customer ratings impact businesses and their brands, they partnered with Trustpilot to take a closer look. They compiled their findings in an eye opening new report. While it may not seem
- [15 Seconds to Success: How First Impressions Impact Loyalty](https://skybridgeamericas.com/15-seconds-to-success-how-first-impressions-impact-loyalty/) - On any given day, your customers might call you for many different reasons. Maybe they’re scheduling an appointment or enrolling in a program. Maybe they just want help with one simple question. But for all the differences that exist between customer calls, here’s one thing they all have in common: A fresh opportunity to make
- [The 5 Common Sense Ways to Prevent Customer Service Disasters](https://skybridgeamericas.com/the-5-common-sense-ways-to-prevent-customer-service-disasters/) - Running a successful call center today is a lot like a complex juggling act. To do it well, you need to keep your eye on so many moving parts. And when someone throws another ball into the mix, you need to add it to the mix, without dropping anything. In today’s customer service world, we
- [Game On! 5 Ways Gamification Improves Call Center Performance](https://skybridgeamericas.com/game-on-5-ways-gamification-improves-call-center-performance/) - The concept of call center gamification has been around for a while now. But if you’ve never worked in a gamified environment, you’ve probably wondered how it works. Why do some call center managers swear by gaming? And what does it take to get started? But maybe you’re not sure what gamification even means in
- [Are You Ready for the Next Disruption?](https://skybridgeamericas.com/are-you-ready-for-the-next-disruption/) - 5 Strategies On How To Stay Ahead Of Customer-Driven Disruption by NJ Goldston Are today's companies ready for the next disruption? With the rise of the smartphone, fast fashion, and ride-sharing and the decline of industry stalwarts like GE, IBM, and Coca-Cola, conventional wisdom says that technology is propelling the disruption that is roiling the markets.
- [Is Your Practice Ready for the Year-End Rush?](https://skybridgeamericas.com/is-your-practice-ready-for-the-year-end-rush/) - Is Your Practice Ready for the Year-End Rush? 3 Ways Seasonal Planning Help Grow Your Practice, Improve Patient Experience, and Increase Revenue If your office is like most medical and dental practices, you see wide swings in patient volume throughout the course of any given year. It's a lot like the seasonality experienced in the
- [A Powerful Reminder about Customer Loyalty Programs](https://skybridgeamericas.com/a-powerful-reminder-about-customer-loyalty-programs/) - This week, Target Corporation announced the launch of its new, nationwide customer loyalty program (after a year-and-a-half beta test in multiple markets). As you may recall, Target has a near-mythological track record when it comes to understanding their consumers and delivering what they want. So as I read the details about this new program, I’m
- [You Can’t Improve Customer Experience  Until You Take This First Step](https://skybridgeamericas.com/you-cant-improve-customer-experience-until-you-take-this-first-step/) - Not surprisingly, I'm frequently in conversations with people about customer experience. What's the best way to tackle CX? How can we drive a consistently great customer experience across all delivery channels? Has a customer experience platform been looked into? How long is this going to take? How much will it cost? By the end of
- [Introducing SkyAI: Where Human Phone Agents Have Superhuman Productivity](https://skybridgeamericas.com/introducing-skyai-where-human-phone-agents-have-superhuman-productivity/) - Now, you can have it all: superior customer experience, 100% compliance, and dramatically reduced costs. How many times have you listened to a truly perfect call? You know the kind of call I’m talking about: The phone agent is warm and welcoming; Every question is resolved smoothly and accurately; Compliance requirements are met seamlessly; And
- [High Patient Turnover? It Might Not be You… It Could be Your Marketing](https://skybridgeamericas.com/high-patient-turnover-it-might-not-be-you-it-could-be-your-marketing/) - Any time you lose a patient relationship, it hurts. Why are they leaving? Is a competing practice doing something different – something better – to woo your patients away? Are you unwittingly doing something to prompt patients to lose faith and start shopping? Sure, some patient attrition is just part of running a robust practice.
- [Superior Travel Experience Starts with Human Connections](https://skybridgeamericas.com/superior-travel-experience-starts-with-human-connections/) - 3 Secrets To Earning 5-Star Traveler Reviews With so many advancements in self-service booking, you'd think that the demand for human customer care agents in the travel industry would have disappeared. Wasn't that the prediction not too long ago? It's true that technology has forever changed the nature of planning, booking, even experiencing travel. But
- [5 Ways to Turn Your Customer Service Reps into Brand Ambassadors](https://skybridgeamericas.com/5-ways-to-turn-your-customer-service-reps-into-brand-ambassadors/) - How much are you spending to promote your brand, acquire new customers, and earn more business from your current ones? Whatever the amount, it’s not insignificant. It’s an investment – and a mighty one, at that. But too often, companies skip right past one of their most critical branding partners: their very own customer service
- [3 Reasons You Should Consider Outsourcing Your Call Center Now](https://skybridgeamericas.com/3-reasons-you-should-consider-outsourcing-your-call-center-now/) - 3 Reasons You Should Consider Outsourcing Your Call Center Now All businesses – from start-ups to Fortune 100 brands – have one challenge in common: as customer experience expectations continue to rise exponentially, every customer contact is a high-stakes event. To put it another way: today, every experience your customer has with your brand will
- [How 10 Beloved Brands Went from the Brink of Failure to CX Success](https://skybridgeamericas.com/how-10-beloved-brands-went-from-the-brink-of-failure-to-cx-success/) - How 10 Beloved Brands Went from the Brink of Failure to CX Success Today, customer experience (CX) is top of mind for every aspiring brand. But for many companies, achieving CX superstardom proves to be a lot tougher than it sounds. It’s a long, hard fought battle. And it takes focus, whole-company commitment, and sustained
- [Is Your Customer Service Team Building Your Brand Or Undermining It?](https://skybridgeamericas.com/is-your-customer-service-team-building-your-brand-or-undermining-it/) - These 7 Quick Questions Will Tell You I recently found this article by Sara Lavenduski and found myself wishing that every customer care manager – and every CEO – would take a few minutes to read it. In her 7 Ways to Improve Customer Service” Lavenduski provides wonderfully clear and direct roadmap for measuring the
- [3 Things Your Millennial Customers Need From You Now](https://skybridgeamericas.com/3-things-your-millennial-customers-need-from-you-now/) - And How Your Customer Care Team Can Deliver Them Today, millennials are not only the biggest generation of buyers, they’re increasingly the most influential generation. They wield a lot of power. And they have a distinct set of buyer needs, preferences, and behaviors that set them apart from other generations. As numerous studies have shown,
- [What Will Really Cost You More?](https://skybridgeamericas.com/what-will-really-cost-you-more/) - Making Changes? Or Staying the Same? Guess one of the first questions I get when I first meet with a CEO or customer service director about moving their customer care operation from in-house to outsourced. You probably guessed right: it’s about cost. Won’t it cost more to outsource? My answer – almost every time –
- [5 Ways Outsourcing Patient Appointment Scheduling Pays Off](https://skybridgeamericas.com/5-ways-outsourcing-patient-appointment-scheduling-pays-off/) - For Your Patients, Your Practice, and You To grow your practice, you’re constantly looking for ways to attract new patients, provide better care than competing clinics, and deliver the kind of experience that makes your patients recommend you to everyone they know. But in today’s competitive environment, that’s not always easy. In fact, it’s often
- [A Closer Look at Amazon’s 6 Customer Service Tenets](https://skybridgeamericas.com/a-closer-look-at-amazons-6-customer-service-tenets/) - When I first skimmed Dan Gingiss’ recent article in Forbes, one rule caught my eye instantly. It made me want to go back and re-read the whole piece. When I first skimmed Dan Gingiss’ recent article in Forbes, one rule caught my eye instantly. It made me want to go back and re-read the whole
- [Still On the Fence about Customer Service?](https://skybridgeamericas.com/still-on-the-fence-about-customer-service/) - Moving Forward Starts with Customer Centricity Do you remember the days when product quality – for the right price – was just about the only thing a brand had to worry about? Product quality was the dealmaker – or the deal breaker. It’s what fueled new customer acquisition, customer satisfaction, and customer loyalty. But buyer
- [Nightmare on Customer Service Street!](https://skybridgeamericas.com/nightmare-on-customer-service-street/) - 3 Scary Mistakes That Can Send Your Customers Running In her recent Forbes article, Leonie Brown does an amazing job of breaking down why customer journey mapping is critical to truly understanding how each customer touchpoint can – and does – impact the overall customer experience. If you have attempted customer journey mapping in the
- [3 Ways to Re-Engage With Today’s Digital, “Silent Traveler”](https://skybridgeamericas.com/3-ways-to-re-engage-with-the-todays-digital-silent-traveler/) - 3 Ways to Re-Engage With Today’s Digital, “Silent Traveler” With the exponential growth of online travel sites, today’s traveler has access to information on just about everything they need to complete a successful trip. With a couple of searches and a few clicks, pricing and availability information pops right on screen. And, of course, just about everything comes
- [The Surprising Next Frontier In AI: The Human Touch](https://skybridgeamericas.com/the-surprising-next-frontier-in-ai-the-human-touch/) - Recently, Michael Brenner, marketing leader and author of the book Mean People Suck, explored how AI is, indeed, changing how businesses and consumers interact with each other. In his Chiefmarketer article, “The AI Paradox: Why More Automation Means We Need More Humanity,” Brenner reminds us all of the one, fundamental, inescapable, truth: AI can make
- [3 Steps Toward Becoming a CX Leader in 2020](https://skybridgeamericas.com/3-steps-toward-becoming-a-cx-leader-in-2020/) - I’ve found myself in several conversations lately about what it’s going to take to be a customer experience leader in 2020. Of course, every brand might approach customer satisfaction, loyalty, and profitability using different tactical approaches, systems and processes. But when it comes to CX, there are three critical strategies that every leading brand shares.
- [The “What’s Next” Approach to CX Success](https://skybridgeamericas.com/the-whats-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 needs. Check out his recent article for chiefmarketer.com, where he does a fantastic job of drawing
- [Ready for the Holiday Season Call Volumes?](https://skybridgeamericas.com/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 carry higher stakes than those made at
- [How to Anticipate the Real Disruptors](https://skybridgeamericas.com/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 derail and rewrite the ways we do business? And how can we plan,
- [Know the Golden Rule for Customer Service?](https://skybridgeamericas.com/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 that relentless (and increasingly intrusive) data gathering is the
- [10 Surprising Stats on the Gap Between Customer Expectations and Customer Service Delivery](https://skybridgeamericas.com/10-surprising-stats-on-the-gap-between-customer-expectations-and-customer-service-delivery/) - Ever find yourself wondering why it still seems so hard to deliver what your customers want, when they want it, and in a way that sustains loyalty? Does it sometimes feel like, no matter how hard you try – and no matter how much you invest – you’re still facing the same customer service challenges
- [Skybridge Americas Named One of 2019’s 50 Most Admired Companies](https://skybridgeamericas.com/skybridge-americas-named-one-of-2019s-50-most-admired-companies/) - Skybridge Americas Named One of 2019’s 50 Most Admired Companies We are delighted to share that Skybridge Americas has just been honored by Silicon Review magazine as one their Top 50 Most Admired Companies of 2019. Read more about this year’s honorees here > And find out more about our CEO, Andy Bosko, here >
- [Top 5 Viral Moments in Customer Service from 2019](https://skybridgeamericas.com/the-top-5-viral-moments-in-customer-service-from-2019/) - Delivering consistently great customer service is no small challenge. It takes well-designed, seamless processes, substantial investments in technology, and a clear understanding of what customers expect and need. But for a timely reminder of what it takes to deliver a truly superior, memorable customer experience, check out this heartwarming list of this year’s greatest viral
- [9 Mini-makeovers for Your 2020 CX Program](https://skybridgeamericas.com/9-mini-makeovers-for-your-2020-cx-program/) - No matter how big or small your 2020 Customer Experience budget may be, Aimee Lucas has some advice for you. Why not take advantage of these last few, semi-quiet weeks before the new year to take another look at how your program is functioning right now. Are there some quick and dirty tweaks you could
- [20 Smart Steps to CX Success in 2020](https://skybridgeamericas.com/20-smart-steps-to-cx-success-in-2020/) - No matter how much planning you’ve done to prepare for a great 2020, this clever, thought-provoking list on Martech Advisor is sure to awaken your creativity – and reawaken your enthusiasm. As you read it, you’ll probably recognize some things you’re already trying and almost certainly discover new ideas you’ll want to try. As you
- [3 Customer Care Resolutions You Should Make and Keep in 2020](https://skybridgeamericas.com/3-customer-care-resolutions-you-should-make-and-keep-in-2020/) - If you’re like most American business leaders, you’ve got big growth goals for 2020. And your customers have even bigger demands. According to recent Microsoft study, more than half of customers surveyed stated that their customer care expectations are higher than they were just a year prior. So, how are you doing? Is your customer
- [The 2020 Customer Experience Challenge: 6 Ways to Boost CX Now!](https://skybridgeamericas.com/the-2020-customer-experience-challenge-6-ways-to-boost-cx-now/) - Talk about customer experience long enough and, eventually, the conversation turns to company culture. You can’t deliver truly exceptional customer experience that builds trust, satisfaction, and loyalty if your own culture isn’t actually built around those concepts, right? Right! But check out Gene Hammett’s fascinating take on what it takes to truly align your culture
- [6 Loyalty Trends in 2020 that Just Might Change Everything](https://skybridgeamericas.com/6-loyalty-trends-in-2020-that-just-might-change-everything/) - Do you know what your customers – both the ones you have and the ones you need to acquire – enjoy most about loyalty programs? Do you know what they dislike, or see as pointless, or so last decade? The folks at The Wise Marketer have just compiled their list of 2020 Loyalty trends by
- [5 Ways Contact Center Work is Changing in 2020](https://skybridgeamericas.com/5-ways-contact-center-work-is-changing-in-2020/) - With the proliferation of AI solutions throughout the contact center industry, there has been a corresponding evolution in the role of the customer care agent. Gone are the days that agents can simply be hired for their ability to work swiftly, follow a script, and check all the right boxes. Today, thanks to quantum leaps
- [Agents Who Love Your Brand Make Your Customers Love Your Brand, Too](https://skybridgeamericas.com/agents-who-love-your-brand-make-your-customers-love-your-brand-too/) - At Skybridge Americas, we have long believed that, when our customer care agents know and love your brand, their enthusiasm shines through on every call. It’s that brand passion that, in turn, fosters greater customer brand loyalty. That philosophy is at the heart of our SkyAgents program, a staffing practice that focuses on hiring home-based
- [5 Ways to Overcome the 2020 Customer Service Agent Shortage](https://skybridgeamericas.com/5-ways-to-overcomethe-2020-customerservice-agent-shortage/) - Hiring top talent has been so difficult for so long now. Thanks to the U.S. labor shortage, hiring managers – in nearly every industry – are struggling to fill open positions. In 2020, it’s likely to get worse, not better. Sure, the stakes are high for every business owner. But if you’re running a company
- [It’s Time to Break from the CX Pack](https://skybridgeamericas.com/its-time-to-break-from-the-cx-pack/) - With Laser Focus and Lightening Speed Have you heard the phrase Customer Experience so many times that, sometimes it seem like the whole thing has gotten a bit… boring? If you are, Steve Berry at Worthix is guessing you’re not alone. In a recent article, he reflects on how quickly the concept of CX has
- [5 Ways to Make Your Customers Love You](https://skybridgeamericas.com/5-ways-to-make-your-customers-love-you/) - They say that successful relationships are the result of continuous effort – and a solid, mutually beneficial relationship is always worth the work. This Valentine’s Day, I wanted to share my top 5 tips for making your customers fall in love with your brand, over and over and over again. Listen to Their Needs. Every brand
- [16 Reminders of the Importance of Customer Care](https://skybridgeamericas.com/16-reminders-of-the-importance-of-customer-care/) - You’re in a revenue-driven business. We all are (because, let’s face it, if we’re not earning revenue, we’re not going to stay in business for long). But sometimes, if an organization is under pressure to increase revenue, or new customers, or profitability, it can be easy to forget the critical role of the customer service
- [How to Find Out What Your Customers Really Think About Your Brand](https://skybridgeamericas.com/how-to-find-out-what-your-customers-really-think-about-your-brand/) - 5 Steps to a WOW Customer Advisory Board – even on a Tight Budget. There are so many ways to gather customer feedback these days. You can survey. You can ask your inbound customer service agents for insights. You can listen to calls or read transcripts. You can do the deep dive on your stats.
- [Follow These 5 Rules and Become a Customer Service Leader](https://skybridgeamericas.com/follow-these-5-rules-and-become-a-customer-service-leader/) - No Matter What Business You’re In… Does your customer care team deliver “Big Wow” and “Everyday Wow” moments? According to Micah Solomon in this recent Forbes piece points, customer service leaders do that. It’s part of their DNA. It’s all part of 5 core disciplines that companies like Ritz Carlton have been following for years.
- [5 Reasons to Outsource Customer Service Now](https://skybridgeamericas.com/5-reasons-to-outsource-customer-service-now/) - Maybe you've been seeing the signs for a while: your customer service operation doesn't seem to be working. Whatever the reasons, from staffing obstacles, to scalability challenges, to lagging technology, a poorly functioning customer care platform can be a drag on your entire business plan and long term reputation. Something needs to change. But even
- [You Want To Deliver Seamless, Cost Effective Customer Care](https://skybridgeamericas.com/you-want-to-deliver-seamless-cost-effective-customer-care/) - How Artificial Intelligence is meeting today’s most pressing business needs. In a recent TechRepublic article, writer N.F. Mendoza highlights five AI trends and their very significant impacts on customer engagement. While all five trends she covers here are noteworthy, I was especially struck by the importance of Trend #1: Customers Want Real Conversations. That’s been
- [How to Keep Your Contact Center Running Seamlessly](https://skybridgeamericas.com/how-to-keep-your-contact-centerrunning-seamlessly/) - With the Right Talent, Right Now Not surprisingly, most of my conversations with business leaders these days seem to center on one increasingly complex question: “How Can I Make Sure My Call Center Operation Stays Well Staffed and Highly Skilled?” It’s a critically important question, especially right now as the need for work-from-home capabilities is
- [In the Subscription Industry’s Battle for Customer Retention, Your Call Center Could Be Your Most Powerful Secret Weapon](https://skybridgeamericas.com/in-the-subscription-industrys-battle-for-customer-retention-your-call-center-could-be-your-most-powerful-secret-weapon/) - Customer retention challenges are growing across every industry. In the subscription business, it has become enormous. In a recent Brightback study of subscription industry leaders, there were several key findings that reflected a growing, industry-wide urgency when it comes to customer retention. As I connected the dots, one thing stood out above everything else: if
- [Luckier Than We Think](https://skybridgeamericas.com/luckier-than-we-think/) - When I first started thinking about what I’d say today, on St. Patrick’s Day, I had it all planned out. I wanted to talk about how, most of the time, “good luck” seems to come easier to those who have a good plan, a good team of people, and a good attitude. That’s especially true
- [4 Ways to Show Your Customers You’re There and You Care](https://skybridgeamericas.com/4-ways-to-show-your-customers-youre-there-and-you-care/) - Are your customers struggling to come to terms with the new rules and new inconveniences of today’s (temporary) “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now. In his recent Forbes article, Chip Bell talks about how, so
- [Can You Switch Your On-Site Customer Care Team To Work-At-Home During COVID-19?](https://skybridgeamericas.com/can-you-switch-youron-site-customer-care-team-to-work-at-home-during-covid-19/) - Yes. Here’s How to Get Started As we find ourselves in the strange, uncharted territory of the past few weeks, I’ve been struck by how very united we all are by two common goals. 1. We want to do everything in our power to protect the health and well being of our employees and customers; and
- [COVID-19 Rapid Response: Switch To Work-At-Home 8 Critical Questions to Assess Your Technology Readiness](https://skybridgeamericas.com/covid-19-rapid-response-switch-to-work-at-home-8-critical-questions-to-assess-your-technology-readiness/) - 8 Critical Questions to Assess Your Technology Readiness This is the second in our series on COVID-19 Rapid Response. You can find the first post in this series here. In my most recent post, I talked about how COVID-19 has created a new urgency among customer care leaders. Many of you are looking for ways
- [As COVID-19 Wreaks Havoc for Traditional Customer Service Platforms, A Handful of North American Call Centers Step Up to Fill the Need](https://skybridgeamericas.com/as-covid-19-wreaks-havoc-for-traditional-customer-service-platforms-a-handful-of-north-american-call-centers-step-up-to-fill-the-need/) - Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging. For more information, contact us at 763-299-4570 or submit our contact form.
- [When “Virtual” is Better:](https://skybridgeamericas.com/when-virtual-is-better/) - A Handful of North American Call Centers Step Up to Fill the Need In my past several posts, I’ve focused on the growing urgency among so many organizations to continue to serve their customers while most of their employees are required to self-quarantine at home. In their recent Wall Street Journal article, writers Sharon Terlep
- [5 Coaching Must-Have’s for At-Home Customer Care Agents](https://skybridgeamericas.com/5-coaching-must-haves-for-at-home-customer-care-agents/) - This is the fourth in our blog series on COVID-19 Rapid Response. You can find them all, starting with the first post in this series, here. In my earlier posts, I’ve put a great deal of focus on how to transition your call center agents from on-site to at-home. But of course, there are longer-term
- [Charting Your Re-Entry Into the Post-Pandemic Economy](https://skybridgeamericas.com/charting-your-re-entry-into-the-post-pandemic-economy/) - 5 Questions to Guide Your Process Business leaders across the country continue exploring every conceivable way of adapting to the unprecedented stresses and challenges of the current coronavirus-driven economy. At the same time, there is a growing awareness that, even after the threat of coronavirus has passed, it will leave in its wake a vastly
- [Stop Believing These 5 Common Myths About Working From Home](https://skybridgeamericas.com/stop-believing-these-5-common-myths-about-working-from-home/) - As American employers continue grappling with how to stay open while their office doors are closed, there are 5 long-held "concerns" that I keep hearing. Problem is, while the concerns are real, the beliefs are inaccurate. Bigger problem is, these unfounded beliefs have become enormous obstacles to creating high performing remote workforces. So I wanted
- [3 Rules for Leading Remote Teams with Agility and Purpose](https://skybridgeamericas.com/3-rules-for-leading-remote-teams-with-agility-and-purpose/) - As is true for just about everyone these days, the past several weeks have been a time of rapid transitions, brainstorming, problem solving, reflections – and an unprecedented volume of video conferences. The other day, I was struck by a realization that I wanted to share. Most of the calls and emails I’m on with
- [A Small Subset of Customer Contact Centers Will Arise From the Pandemic as Industry Leaders](https://skybridgeamericas.com/a-small-subset-of-customer-contact-centers-will-arise-from-the-pandemic-as-industry-leaders/) - Will Yours Be One of Them? Navigating the seemingly endless challenges of COVID-19 is forcing brand leaders to “learn how to walk fast on thin ice.” That’s how Nicole Bendaly describes the delicate balance, flexibility, and speed necessary to not only survive the current environment, but to emerge victorious in its aftermath. I listen to
- [The Future of Contact Centers: Is Your COVID-19 Solution a BandAid or The New Normal?](https://skybridgeamericas.com/the-future-of-contact-centers-is-your-covid-19-solution-a-bandaid-or-the-new-normal/) - Will Yours Be One of Them? You probably had a business continuity plan defined. But if you’re like most brands, your robust, carefully prepared continuity plan wasn’t built to get you through this. Why? Because it was probably geared toward a set of potential crises that are now, in hindsight, stunningly narrow in their scope.
- [Is this Hidden Threat Lurking in Your Customer Service Operation?](https://skybridgeamericas.com/is-this-hidden-threat-lurking-in-your-customer-service-operation/) - 4 Steps to Deliver the Helpful, Professional, Reassuring CX Your Customers Need Most Right Now At a time when leadership teams of just about every brand in America are brainstorming ways to encourage customers to return, re-engage, and resume purchasing, there is a growing recognition that one of their greatest obstacles is an emotional one.
- [5 Things Your “Temporarily Remote” Workers Want You to Know](https://skybridgeamericas.com/5-things-your-temporarily-remote-workers-want-you-to-know/) - As You Plan for the Next Phase In a recent post, I talked about how leader mindsets will play a major role in how brands fare as they ramp back up to re-enter a post-COVID world. Companies who see their current, COVID-driven accommodations as necessary-but-temporary solutions are likely sending a clear message to their customers
- [Laresa McIntyre Selected for Stetson University's Disruptive Leadership Certificate Program Advisory Board](https://skybridgeamericas.com/laresa-mcintyre-selected-for-disruptive-leadership-certificate-board/) - May 7, 2020 Skybridge Americas Chief Financial Officer, Laresa McIntyre was recently selected by Stetson University to be on the advisory board of its Disruptive Leadership Certificate Program. The program prepares business leaders to make sense of the unpredictability of new business models. Participants get hands-on training that equips them to ask the the right
- [Planning Now for a Better, Post-COVID Call Center](https://skybridgeamericas.com/planning-now-for-a-better-post-covid-call-center/) - This month, as nearly every country on earth continues to grapple with the challenges of COVID-19, many of us around the world paused, briefly, on May 9th to commemorate the 75th anniversary of VE Day, the day WWII ended in Europe. I always appreciate these anniversaries as poignant reminders of our Greatest Generation’s heroism and selflessness. But
- [First Things First:  Learning The New Rules of Customer Service](https://skybridgeamericas.com/first-things-first-learning-the-new-rules-of-customer-service/) - In my previous post, I talked about the urgent planning responsibilities facing every customer service manager right now. That’s a lot trickier than it sounds. Planning now, in the middle of an unprecedented pandemic, for a future that includes a number of unknowns… well, it’s not for the faint of heart. COVID-19 has upended many
- [A Simple Roadmap for Customer Care](https://skybridgeamericas.com/a-simple-roadmap-for-customer-care/) - To Take Your Brand Safely Through This Crisis Since COVID-19 first hit our shores, most North American businesses have been forced into an uncomfortable balancing act, trying to juggle the immediate needs of customers with long-term planning and budget concerns – all while keeping employees safe and engaged. For the most part, companies who took
- [5 Ways COVID-19 Has Changed Call Centers Forever](https://skybridgeamericas.com/5-ways-covid-19-has-changed-call-centers-forever/) - The pandemic has driven monumental changes in how people live, how communities function, and how businesses around the globe operate. At first, most of us have seen the many demands of social distancing as unforeseen, painful, and impossible to sustain long-term. And we were right. But as time has worn on, it's becoming more and
- [10 Tips for Measuring Post-COVID Customer Service ROI](https://skybridgeamericas.com/10-tips-for-measuring-post-covid-customer-service-roi/) - With customer service planning conversations increasingly focused on re-opening, redesign, and planning for a post pandemic future, this recent Forbes article caught my eye. In spite of the fact that none of the 10 smart tactics featured here point specifically to COVID-19, the truth is, they couldn’t be more timely. We often think in terms
- [5 Ways To Help Your Customer Care Agents Improve CX Performance](https://skybridgeamericas.com/5-ways-to-help-your-customer-care-agents-improve-cx-performance/) - The current pandemic has had a profound impact on every American customer’s relationship with nearly every business they patronize. It has heightened some needs and muted others. It has softened customer expectations of some providers, while intensifying their frustrations with others. Yet, at the center of all of these shifting priorities, one thing has remained
- [How These 5 Rules Can Help You Rebuild After COVID-19](https://skybridgeamericas.com/how-these-5-rules-can-help-you-rebuild-after-covid-19/) - If you've been working at your CX strategy for a while now, chances are, you have customer information as fresh and recent as Q4 2019... "...but those reports may as well be turned into bird-cage liners now." That's according to Christine Rimer, vice president of customer experience and advocacy at Survey Monkey. She's right. With
- [How to Stop Your Customer Experience Scores from Dropping](https://skybridgeamericas.com/how-to-stop-your-customer-experience-scores-from-dropping/) - As You Map The Way to Your Next Normal There's so much talk these days about "getting to the new normal." In his recent article, Adrian Swinscoe shared some recent data about the impact of COVID-19 on CX scores: according to Cogito, CX scores have fallen by 4% worldwide. More troublingly for brands who rely
- [The Rising Risk of Call Center Agent Burnout in the Age of COVID-19](https://skybridgeamericas.com/the-rising-risk-of-call-center-agent-burnout-in-the-age-of-covid-19/) - 5 Ways to Keep Your Team Safe and Engaged Since March, companies around the world have faced a seemingly unending series of difficult trade-offs in the struggle to remain operational and save the business. For so many organizations, survival has depended on whether their employees could even do the job remotely and how quickly they
- [Has Your Brand Nailed the 7 R’s of an Effective Resiliency Program?](https://skybridgeamericas.com/has-your-brand-nailed-the-7-rs-of-an-effective-resiliency-program/) - Here are 7 Steps To Take Now For most U.S. companies, it continues to be a long, bumpy and unpredictable road back from COVID-19. Few recent studies underscore that fact as pointedly as the 2020 Edelman Trust Barometer. When the global communications company wanted to get a read on brand trust in the age of
- [SkyAI Empowers Human Phone Agents With Superhuman Productivity](https://skybridgeamericas.com/skyai-empowers-human-phone-agents-with-superhuman-productivity/) - Superior customer experience, 100% compliance, and dramatically reduced costs. When we introduced SkyAI last year, I talked about how, thanks to this innovative Artificial Intelligence solution, we were able to deliver efficiency without sacrificing the magic of the human touch. Now seems like an important time to revisit why that is more important than ever.
- [4 Ways to Show Your Customers You’re There and You Care](https://skybridgeamericas.com/4-ways-to-show-your-customers-youre-there-and-you-care-2/) - Are your customers struggling to come to terms with the new rules and new inconveniences of today’s “social distancing” requirements? Are they starting to take out their frustrations on your customer care agents? It seems to be happening just about everywhere right now. In his recent Forbes article, Chip Bell talks about how, so often
- [5 Steps to Re-Engaging Customers in the Wake of a Pandemic](https://skybridgeamericas.com/5-steps-to-re-engaging-customers-in-the-wake-of-a-pandemic/) - Often, my conversations with customers center on how their own customers’ needs have changed as the months have stretched on during the pandemic. The challenge, of course, is in meeting those new needs and remaining relevant in a new and rapidly evolving environment. In his recent article for the Harvard Business Review, Rohit Deshpandé and
- [3 Things You Can Do Now To Boost Call Center Agent Employee Experience](https://skybridgeamericas.com/3-things-you-can-do-now-to-boost-call-center-agent-employee-experience/) - Last March, I wrote about what I saw happening to the customer care industry when COVID-19 forced entire call centers to close their doors, send their agents home, and scramble to provide the technology necessary to get those agents back on the phones. It was ugly. As I suggested then, the pandemic didn’t just disrupt
- [4 Truths About CX Every Brand Should Revisit Now](https://skybridgeamericas.com/4-truths-about-cx-every-brand-should-revisit-now/) - When your customers reach out to you with a question or a problem, you know they’re expecting a clear, accurate, efficient response. If you can’t meet those expectations, the future of your customer care operation – and your brand – looks pretty bleak. But you also know something else, something that’s come into much sharper
- [The T.R.U.S.T. Code: 5 Rules for Growing Customer Trust in a Crisis](https://skybridgeamericas.com/the-t-r-u-s-t-code-5-rules-for-growing-customer-trust-in-a-crisis/) - The short-term steps you take immediately after a crisis can have a huge long-term impact on customer trust. You already knew that. You probably even had a business continuity plan that detailed the 3 basics for rebounding after catastrophe: move swiftly to identify and contain the problem; reassure your customers – and employees – that
- [Have You Taken the CEO DIY CX Check-Up?](https://skybridgeamericas.com/have-you-taken-the-ceo-diy-cx-check-up/) - Don’t Skip These Critical Steps Sometimes, the best way to get a reality check on how well you’re really treating your own customers is to simply be one of your own customers. Experience your brand’s customer experience. What do I mean by that? Well, let’s be real. If you’re the CEO, CX leader, or other
- [Your Customers Were Already Frustrated Before COVID-19](https://skybridgeamericas.com/your-customers-were-already-frustrated-before-covid-19/) - Are You Ready to Re-Build Customer Loyalty? The 2020 National Customer Rage Study was released last month. With everything else going on, did you have a chance to look through it? You should. It’s a quick and straight-forward read. It’s also an eye-opener. This year’s study is actually the 9th wave of a long-running series,
- [How Customer Centric Are You?](https://skybridgeamericas.com/how-customer-centric-are-you/) - Use this 10-Trait Scale for a Quick Reality Check Customer centricity. You know what it means: running your business with your customers’ needs front and center of your actions, investments, and decisions. You also know why it’s important to be customer centric. And you’re probably committed to leading – and promoting – your organization in
- [6 CX Innovations That Have Advanced at Lightening Speed Since COVID-19](https://skybridgeamericas.com/6-cx-innovations-that-have-advanced-at-lightening-speed-since-covid-19/) - Usually, we think of “disruptors” as upstart competitors that swoop in with new solutions to old needs (or new ways of convincing buyers of needs they never even knew they had). Unforeseen disruptions can wreak havoc on the processes, practices – and profits – of even the most well established brands. But for those brands
- [COVID-19 Didn’t Cause All of Your CX Issues, It Just Exposed Them](https://skybridgeamericas.com/covid-19-didnt-cause-all-of-your-cx-issues-it-just-exposed-them/) - Businesses throughout the world are busy revising sales projections, staffing costs, even entire strategic plans in response to COVID-19. For many, the future remains extremely uncertain. For most, one thing remains abundantly clear: survival of the brand will hinge on its ability to retain customer retention. But as companies explore what it will take to
- [A 7 Step Roadmap to Your Post-Pandemic Business](https://skybridgeamericas.com/a-7-step-roadmap-to-your-post-pandemic-business/) - While there's a lot of advice floating around out there about how to save, revive, restore, or reboot a business that is staggering under the weight of COVID-19. Very few have been as resonant or straightforward as this recent summary by Bruce Levinson for Retail Customer Experience. No matter where your brand is, how you've
- [In the Race to Meet Shifting Customer Values,  Tap Into The Simple Genius of the Kano Model](https://skybridgeamericas.com/in-the-race-to-meet-shifting-customer-values-tap-into-the-simple-genius-of-the-kano-model/) - Customers everywhere are undergoing a dramatic (sometimes unconscious) recalibration of their brand expectations. For the brands who fail to measure, embrace, and adapt to these changes, the future may look very uncertain. If you doubt that, consider the many basic, everyday products and services that were so easily accessible, pre-COVID, that we took them for
- [5 Must-Know Facts About Customer Care  In Today’s Homebody Economy](https://skybridgeamericas.com/5-must-know-facts-about-customer-care-in-todays-homebody-economy/) - Since mid-March, McKinsey & Company has been conducting a series of “Consumer Sentiment” studies in an effort to track the impact of COVID-19 on buyer needs, expectations, and attitudes. When their most recent results were reported a few weeks ago, I couldn’t help noticing some interesting parallels between their findings and those of Shep Hyken’s
- [Is Your Brand Fully Committed to Customer Experience?](https://skybridgeamericas.com/is-your-brand-fully-committed-to-customer-experience/) - Take This 3 Question Quiz to Find Out – and Get Started When Judy Weader, a senior analyst at Forrester, recently wrote about the importance and urgency of prioritizing CX strategy, she described prioritization as both and art and a science – and she defines it as critical to CX success. Think about that for
- [4 Reasons to Treat COVID as the Dress Rehearsal](https://skybridgeamericas.com/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 consultant, Stephen Wunker, makes a compelling
- [7 Habits For Right Now](https://skybridgeamericas.com/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 everyday lives. Since then, the book has remained a consistent bestseller, providing
- [It’s August, 2020: Do You Know Where Your Customer Loyalty Numbers Are?](https://skybridgeamericas.com/its-august-2020-do-you-know-where-your-customer-loyalty-numbers-are/) - 6 Critical Insights Into the Loyalty Rollercoaster Your Customers Have Been Riding and How You Can Bring Them Safely Back to Your Brand Not long ago – just last November, to be exact – consumers were reporting that they were more brand loyal than they’d been the previous year. But then March came along. So
- [The Silicon Review Names Skybridge Americas One of the 50 Most Trustworthy Companies of 2020!](https://skybridgeamericas.com/the-silicon-review-names-skybridge-americas-one-of-the-50-most-trustworthy-companies-of-2020/) - Technology is developing at breakneck speed, so communicating and working with teams across the world is also gaining significance. Accordingly, Business Process Outsourcing (BPO) has been growing in popularity. In almost every industry, businesses can now outsource non-core processes while they can focus more on the core business functions. The BPO industry is continuing to
- [If You’re Serious About Solving Your Real CX Issues...](https://skybridgeamericas.com/if-youre-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 wasn’t clear enough, wasn’t fast enough,
- [Stop Mistaking Customer Silence with Customer Satisfaction](https://skybridgeamericas.com/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 tied up. You’ve been busy.
- [4 CX Steps to Boost Your Brand’s post-COVID Success](https://skybridgeamericas.com/4-cx-steps-to-boost-your-brands-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 have risen to the challenge and demonstrated exquisite levels of customer care. As
- [4 Super Powers You Gained This Year](https://skybridgeamericas.com/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 different stages. In many ways, many brands and brand leaders have gained strengths and
- [What to Cut (and What to Grow) in Your Post-COVID CX Budget](https://skybridgeamericas.com/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 budgets. For any senior leader going through that exercise, I
- [The Year of Redefining Customer Retention](https://skybridgeamericas.com/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 useful investment of your organization’s focus. In fact, it might just be
- [3 CX Barriers You Need to Knock Down Now](https://skybridgeamericas.com/3-cx-barriers-you-need-to-knock-down-now/) - 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, and both the business and your customers will prosper... “But actually improving
- [5 Customer Service Rules the Pandemic Just Rewrote](https://skybridgeamericas.com/5-customer-service-rules-the-pandemic-just-rewrote/) - 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. You can check it out here. At Skybridge Americas, we have been leading the way
- [Your Customers’ Journey is Different and More Complicated Than Ever](https://skybridgeamericas.com/your-customers-journey-is-different-and-more-complicated-than-ever/) - Every team member of every customer-centric business knows that their customers have been going through upheaval this year. And during times of rapid change, people’s priorities often shift in unanticipated ways. But for many people this year, needs, wants, and expectations didn’t just change. They fluctuated. And while many brands – even stable, highly successful
- [Better CX isn’t just about driving profit](https://skybridgeamericas.com/better-cx-isnt-just-about-driving-profit/) - (It Will actually save you money. Here’s how.) A frequent topic of conversation between C-suite leaders and their sales, marketing, and customer care teams – especially during annual budgeting – revolves around customer experience. Long considered one of the “squishier” performance goals, CX has grown in importance among customer-centric brands. Still, when times are tough
- [Yes, There Is A Better Way to Prepare For this Year’s Holiday Season](https://skybridgeamericas.com/yes-there-is-a-better-way-to-prepare-for-this-years-holiday-season/) - 3 Smart Steps Every CX Leader Should Take Now In a year marked by countless unknowns, challenges, and unexpected opportunities, brace yourself for a few more rides on the roller coaster. Here come the holidays. For many organizations, what happens between Halloween and New Year’s can define an entire year’s performance and prognosis. This year,
- [You Can’t Meet Your Customers’ Needs If You Don’t Get Where They’re Coming From](https://skybridgeamericas.com/you-cant-meet-your-customers-needs-if-you-dont-get-where-theyre-coming-from/) - Sometimes, when you’ve had your nose to the grindstone, working on something extremely important and terribly urgent, a little dose of everyday wisdom and common-sense context can be incredibly rejuvenating. That’s especially true for brand leaders, customer experience officers, and customer care managers, who have been going full throttle for months. That’s how this article
- [4 Warning Signs Your Perfect CX Plan Won’t Succeed](https://skybridgeamericas.com/4-warning-signs-your-perfect-cx-plan-wont-succeed/) - Plans are funny things. You can’t expect to achieve aggressive goals without one. But honestly, you can’t expect to achieve them even when you do have one. Not even a great one. Yet too often, we human beings fall into the same old trap. We set lofty goals, we “commit” to them, we voice them
- [The 5 R’s of COVID-era Customer Care](https://skybridgeamericas.com/the-5-rs-of-covid-era-customer-care/) - You're likely familiar with the concept of "React, Respond, Recover" as a framework for describing how businesses can successfully navigate and survive crises. As with so many things brought on by the current international pandemic, I find that model useful – but ready for some revision. If these past several months have taught me anything,
- [3 Questions That Can Save Your Brand](https://skybridgeamericas.com/3-questions-that-can-save-your-brand/) - In a year that has forced so many brands to rethink plans, revisit marketing strategies, and revise budgets, it helps to step back, take a breath, and check the landscape from somewhere above the tree line. In other words, get out of the weeds. Not always easy. But so necessary, especially right now. Why? Because,
- [7 Ways to Make the 2020 Holiday Season Your Brand’s Best Ever](https://skybridgeamericas.com/7-ways-to-make-the-2020-holiday-season-your-brands-best-ever/) - Cooped-up customers say they’re ready to spend, big, online this season. Are you – and everyone on your team – ready to make their brand experience a merry and memorable one? If you’re looking to your plans and experiences from holidays past, you’re probably not. I don’t say that only because your sales – and
- [Want Better CX? Build a Seamless Sales, Service, and Marketing Team](https://skybridgeamericas.com/want-better-cx-build-a-seamless-sales-service-and-marketing-team/) - I’ve written a lot about the (often underestimated) role that a customer care team plays in achieving superior customer experience and long-term loyalty. No matter how spectacular or well-funded your marketing strategy – and no matter how flawless your sales operation – you can’t get there if your customer care team isn’t delivering the your
- [5 Timeless Lessons in Customer Trust](https://skybridgeamericas.com/5-timeless-lessons-in-customer-trust/) - How to turn a one-time purchase into a loyal customer relationship Consumers are now more mobile, open to switching brands, and intolerant of poor customer experience than ever. What does it take to keep a customer coming back? In a word: Trust… But trust is tricky. It can’t be built in a day. But it
- [5 Tricks to Treating Your Customers](https://skybridgeamericas.com/5-tricks-to-treating-your-customers/) - Worried that this spooky year is scaring away your customers? Here are my top 5 tips for luring them back to your front door and treating them so well that they’ll never run away again. Stop catching them by surprise! Nobody likes an ugly surprise. This year, your customers are probably surprise-weary. You can remove
- [A message to you from 1,000 American consumers](https://skybridgeamericas.com/a-message-to-you-from-1000-american-consumers/) - It’s a time when countless consumer-focused brands are wrestling with this year’s customer experience (CX) performance and next year’s CX plans. If that’s true for you, don’t forget one of the most important steps in the process. Step away from the spreadsheets and take a look at your CX strategy from an entirely different perspective:
- [Keeping Your Chin Up: How to Build a More Resilient Brand](https://skybridgeamericas.com/keeping-your-chin-up-how-to-build-a-more-resilient-brand/) - It’s been quite a week, in the middle of quite a year… and next, we head into winter. It struck me today that, no matter how you or I – or any individual leaders within their organizations – might be feeling today, the truth is, we have a mighty responsibility to the people who keep
- [Forget FOMO.  Your customers have bigger concerns now. 3 pillars of today's marketing messaging.](https://skybridgeamericas.com/forget-fomo-your-customers-have-bigger-concerns-now-3-pillars-of-todays-marketing-messaging/) - Not long ago, in the BP (before pandemic) era, successful brands had gotten so good at knowing, engaging, and selling to their consumers. Back then, their buyers' everyday lives – and purchasing habits – were largely defined by the social media ecosystems in which they functioned. And in that fast moving, ever-shifting ecosystem, any new
- [8 CX Trends Shaping Customer Care in 2021](https://skybridgeamericas.com/8-cx-trends-shaping-customer-care-in-2021/) - “Customer experience strategy is the first step to business survival in 2021, especially for large organizations and iconic brands.” That’s how Liliana Petrova, of consulting firm The Petrova Experience, recently summed up the urgent importance of CX strategy in the coming year. I couldn’t agree with her more. In her recent article, Petrova explores the
- [Good News, A Few Surprises, and a Lot of Pressure](https://skybridgeamericas.com/good-news-a-few-surprises-and-a-lot-of-pressure/) - A CX Report Card from 4,000 retail customers In a recent study, business communications company Mitel® surveyed more than 4,000 consumers to get a clearer view of how the pandemic has been shaping customer experience and expectations. As I read through their summary, I found plenty to celebrate. Notably, fully 60% of consumers report that
- [How Effective is Your CX Vision? Take this 6 Question Quiz to Find Out](https://skybridgeamericas.com/how-effective-is-your-cx-vision-take-this-6-question-quiz-to-find-out/) - The entire concept of “Customer Experience” as a brand differentiator has been around for a long time now – certainly long before 2020. And until this year, successful brands have relied on their knowledge of their customers’ needs and priorities to make substantial investments in CX strategy, infrastructure, and tactics. Sure, needs, wants, priorities –
- [Is Your CX Strategy Struggling? Check out these 15 tips from 15 experts](https://skybridgeamericas.com/is-your-cx-strategy-struggling-check-out-these-15-tips-from-15-experts/) - 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 Communications Council is packed with great ideas on how to
- [How 2020 Reshaped Your CX Thinking (or should have)](https://skybridgeamericas.com/how-2020-reshaped-your-cx-thinking-or-should-have/) - 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 process is really more of an ongoing, disciplined approach to planning. It's based on
- [Up for Grabs: Customer Trust and Loyalty after Tumultuous Times](https://skybridgeamericas.com/up-for-grabs-customer-trust-and-loyalty-after-tumultuous-times/) - 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 brands they had been patronizing, choosing to look for new brands –
- [5 Attitudes that Distinguish a Great CMO](https://skybridgeamericas.com/5-attitudes-that-distinguish-a-great-cmo/) - 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 recruiting firm Spencer Stuart recently partnered with The Institute for Real Growth to interview “overperforming” CMO’s, they were
- [Laresa McIntyre Named Best 10 CFOs of 2020 by Industry Era](https://skybridgeamericas.com/laresa-mcintyre-named-best-10-cfos-of-2020-by-industry-era/) - Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging. For more information, contact us at 763-299-4570 or submit our contact form.
- [The CX Short List: 3 Critical Strengths You’ll Need in 2021](https://skybridgeamericas.com/the-cx-short-list-3-critical-strengths-youll-need-in-2021/) - 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? After the
- [It’s Complicated: Your 2021 Customer Relationships Have Some Serious 2020 Baggage](https://skybridgeamericas.com/its-complicated-your-2021-customer-relationships-have-some-serious-2020-baggage/) - 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 of change during this strange year has outpaced anything
- [The Unforgettable Tony Hsieh: 5 Customer Care Lessons for Us All](https://skybridgeamericas.com/the-unforgettable-tony-hsieh-5-customer-care-lessons-for-us-all/) - 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 his work from a sincere desire to make the world a better
- [Three Trends Shaping the Future of Customer Experience](https://skybridgeamericas.com/three-trends-shaping-the-future-of-customer-experience/) - 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.” That’s how Jason Edelboim recently described a key defining feature
- [14 Brand Loyalty Boosters for 2021](https://skybridgeamericas.com/14-brand-loyalty-boosters-for-2021/) - 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 you protect those relationships in the face of
- [A 6 Point Compass Check for Navigating 2021](https://skybridgeamericas.com/a-6-point-compass-check-for-navigating-2021/) - Every January carries the promise of new beginnings, fresh starts, and high hopes. For many of us, this is a time of committing to specific resolutions, aimed at making us better leaders. That’s all well and good. But this year, after the year we’ve just had, I’m hearing a lot of folks say that the
- [5 New Year’s Resolutions for 2021](https://skybridgeamericas.com/5-new-years-resolutions-for-2021/) - The white-knuckle ride known as 2020 has taught us many things, from the foolishness of taking anything for granted, to the importance of being resilient. And this year, more than ever, it feels impossible to avoid reflecting on the lessons we’ve learned and which ones we’ll carry with us from this incredible, sometimes regrettable year
- [Yes, New Customers are an Investment. But What’s Your Return?](https://skybridgeamericas.com/yes-new-customers-are-an-investment-but-whats-your-return/) - Find out how Skybridge Americas can help you delight your customers and grow your business. We seamlessly integrate our superior customer care skills with your brand messaging. For more information, contact us at 763-299-4570 or submit our contact form.
- [5 Customer Care Facts You Can’t Afford to Ignore in 2021](https://skybridgeamericas.com/5-customer-care-facts-you-cant-afford-to-ignore-in-2021/) - Many brands have risen to the past year’s market challenges with admirable agility. By pivoting wisely and adapting swiftly to customers’ changing priorities, these companies have done better than just weathering the storm. They’ve committed to revisiting – and sometimes, redirecting – key strategic investments in order to meet emerging customer needs, keep their customers
- [5 Super Smart, Deceptively Simple Rules for Tackling Your CX Reboot](https://skybridgeamericas.com/5-super-smart-deceptively-simple-rules-for-tackling-your-cx-reboot/) - After the year we’ve all experienced, many American brands are taking a long, hard look at their current CX performance. In the wake of COVID many organizations are still sorting through the data to understand where their customers are today. For most, this will lead to some serious decisions about what it will take to
- [Stop Overlooking the Most Powerful CX Tool You Have: Your Own Mindset](https://skybridgeamericas.com/stop-overlooking-the-most-powerful-cx-tool-you-have-your-own-mindset/) - No one said the path forward in 2021 would be easy. Over the past several months, a growing number of research studies points to the extreme customer upheaval many brands have endured. As consumers were increasingly disappointed by the brands they patronized, they took advantage of the ease with which they could simply shop around
- [Hearing Your Customers Isn’t Enough: The Real Key to Solving Customer Churn Lies in How You’re Listening](https://skybridgeamericas.com/hearing-your-customers-isnt-enough-the-real-key-to-solving-customer-churn-lies-in-how-youre-listening/) - “It’s easy to set up a listening post on social media or another channel, but quite another to gather feedback, internalize it and put it toward transformative change.” When I first read that comment by Jennifer Passini, I had two immediate reactions: I disagreed (well, partially). For many brands, setting up effective listening posts and
- [6 Questions (and 4 Best Practices) to Guide Your CX 2021 Initiatives](https://skybridgeamericas.com/6-questions-and-4-best-practices-to-guide-your-cx-2021-initiatives/) - How well do you know – I mean really know – what your customers want and need most from your brand right now? It’s a tricky question to answer. When business consultant Adrian Swinscoe recently tackled it, he drew on lessons he’s been learning from a number of CX leaders around the world, whittling his
- [How Some Brands are Spending 90% Less on Customer Growth](https://skybridgeamericas.com/how-some-brands-are-spending-90-less-on-customer-growth/) - The events of the past year caused dramatic disruptions in consumer behaviors. While many were obvious and, potentially, short-term, other changes were a lot tougher for brands to notice or easily understand. When brick-and-mortar retailers were forced close their doors, for example, retailers understood that their sales – and customer retention – depended on their
- [Is Your Brand Ready to Be Customer Centric? Take this 6 Question Quiz to Find Out](https://skybridgeamericas.com/is-your-brand-ready-to-be-customer-centric-take-this-6-question-quiz-to-find-out/) - As countless North American brands are discovering (and rediscovering) these days, the post-pandemic path forward continues to be a bumpy one. Indeed, many “customer-centric” brands of the pre-2020 era are coming to the sobering realization that, in order to fully rebound, they’ll need to do a lot more than “re-open” or scale up. For many
- [Planning the Perfect CX Strategy?](https://skybridgeamericas.com/planning-the-perfect-cx-strategy/) - Here are 5 Things You Probably Forgot Advice on initiating, launching, and perfecting CX strategy is everywhere. Everywhere. Problem is, it’s not all good or useful advice. Bigger problem: even the best advice might not get you where you need to go. You can have access to all the tips, pointers, consultants – and robust
- [Customer Loyalty Isn’t Built in a Day, and It’s Never Built Without a Great Customer Care Team](https://skybridgeamericas.com/customer-loyalty-isnt-built-in-a-day-and-its-never-built-without-a-great-customer-care-team/) - Several years ago, Annette Franz, the founder and CEO of CX Journey, wrote about 6 tools to ensuring that everyone involved in a brand’s success have a clear view and understanding of the customer. Delivering great CX isn’t just up to the employees at the front line, she argued. It’s the result of ensuring that
- [The Price of a Poorly Scheduled Patient Appointment](https://skybridgeamericas.com/the-price-of-a-poorly-scheduled-patient-appointment/) - A True Story of Patient Experience Gone Wrong and 3 Ways to Make it Right In one short year, everyone in the healthcare industry has experienced radical, upheaval. (Much of it painful. Some of it surprisingly positive.) It’s important to clarify that, when I say that, I’m not just talking about all that happened for
- [Laresa McIntyre: Bringing a change in the financial sector at Skybridge Americas Inc.](https://skybridgeamericas.com/laresa-mcintyre-bringing-a-change-in-the-financial-sector-at-skybridge-americas-inc/) - The Most Successful Businesswomen to watch, 2021 Some leaders like to help others and grow with them to make a better place around them. With the free spirit to help others and transform the financial sector, Laresa McIntyre joined forces with Skybridge Americas Inc. With a can-do attitude, she takes on all challenges with a
- [Is Your Customer Care Team at the Center of Your Engagement & Loyalty Strategy? It Needs to Be.](https://skybridgeamericas.com/is-your-customer-care-team-at-the-center-of-your-engagement-loyalty-strategy-it-needs-to-be/) - As a growing mountain of studies continues to show, the events and effects of the past year have driven – and continue to drive – profound shifts in customer needs, preferences, and standards. For better or worse, this great reshuffling of buying behaviors has many North American brands in a tizzy. Sure, most organizations have
- [When is the Last Time You Asked Your Customer Care Partner These 3 Questions?](https://skybridgeamericas.com/when-is-the-last-time-you-asked-your-customer-care-partner-these-3-questions/) - I’ve said it before: there are countless ways to measure a contact center’s performance. While each metric means something, the truth is, some are more useful and informative than others. More importantly, no single performance measurement is capable of helping a brand leader understand how well the customer care team is taking care of customers.
- [The 3 CX Opportunities Most Often Missed by CMOs Today](https://skybridgeamericas.com/the-3-cx-opportunities-most-often-missed-by-cmos-today/) - How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales revenue, the contact center was perceived as a cost center. Keeping these two functions in their
- [The Undeniable Link Between Brand Empathy and Customer Experience](https://skybridgeamericas.com/the-undeniable-link-between-brand-empathy-and-customer-experience/) - How strong is your partnership with your contact center leadership? Not that long ago, strong, strategic collaborations between CMO and Customer Care were rare. While the marketing role was focused on everything related to attracting customers and driving sales revenue, the contact center was perceived as a cost center. While the word empathy is easy
- [A CX Celebration of Stephen Covey!](https://skybridgeamericas.com/a-cx-celebration-of-stephen-covey/) - 7 Habits to Guide and Inspire Every CX Leader For many people, myself included, Stephen R. Covey’s “7 Habits of Highly Effective People,” lays out a wonderfully simple but powerful set of guidelines for working well, collaborating successfully, and achieving meaningful goals. It’s also timeless. Feeling stuck? Feeling like your CX vision is stuck? Chances
- [Your CX Secret Weapon](https://skybridgeamericas.com/your-cx-secret-weapon/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”3.22″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https://skybridgeamericas.com/wp-content/uploads/2022/04/Screenshot_32.png” title_text=”Screenshot_32″ _builder_version=”4.14.7″ _module_preset=”default” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″][/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.14.7″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”]I don’t know your number. But I have a good guess it’s not small. Recently, I came across an article by Peter Dooley about the various ways
- [Say goodbye to the old type of contact center](https://skybridgeamericas.com/say-goodbye-to-the-old-type-of-contact-center/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”3.22″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https://skybridgeamericas.com/wp-content/uploads/2022/04/Screenshot_66.png” title_text=”Screenshot_66″ _builder_version=”4.14.7″ _module_preset=”default” global_colors_info=”{}”][/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.14.7″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”] In their recent 2021 survey of contact center leaders, Deloitte Digital explores how post-pandemic contact centers are rapidly evolving into customer experience (CX) hubs. The survey is well
- [Did you hear that?  Listening to the voice at the center of your CX strategy](https://skybridgeamericas.com/did-you-hear-that-listening-to-the-voice-at-the-center-of-your-cx-strategy/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”3.22″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https://skybridgeamericas.com/wp-content/uploads/2022/04/Screenshot_91-Copy.png” title_text=”Screenshot_91 – Copy” _builder_version=”4.14.7″ _module_preset=”default” global_colors_info=”{}”][/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.14.7″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″] “Many organizations claim to be customer-centric. So why do some continue lose customers, while others deliver phenomenal experiences?” That’s the opening line in a
- [These 5 Emerging CX Trends Will Determine Your Brand’s Success](https://skybridgeamericas.com/did-you-hear-that-listening-to-the-voice-at-the-center-of-your-cx-strategy-2/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”3.22″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https://skybridgeamericas.com/wp-content/uploads/2022/05/Screenshot_123.png” title_text=”Screenshot_123″ _builder_version=”4.14.7″ _module_preset=”default” global_colors_info=”{}”][/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.14.7″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”] These 5 Emerging CX Trends Will Determine Your Brand’s Success Get the breakdown from North America’s leader in customer care. For North American brands and the customer care
- [No, Your Agent Retention Programs Aren’t Really Working](https://skybridgeamericas.com/no-your-agent-retention-programs-arent-really-working/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.14.7″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https://skybridgeamericas.com/wp-content/uploads/2022/06/Screenshot_22.png” title_text=”Screenshot_22″ _builder_version=”4.14.7″ _module_preset=”default” width=”100%” global_colors_info=”{}”][/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.14.7″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]“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
- [Is Your CX Performance Slipping? Forrester Thinks So](https://skybridgeamericas.com/is-your-cx-performance-slipping-forrester-thinks-so/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”3.22″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https://skybridgeamericas.com/wp-content/uploads/2022/08/Screenshot_161-1.png” title_text=”Screenshot_161″ _builder_version=”4.14.7″ _module_preset=”default” global_colors_info=”{}”][/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.14.7″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” hover_enabled=”0″ global_colors_info=”{}” sticky_enabled=”0″]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,
- [The Timeless Consumer Needs That Define Great CX](https://skybridgeamericas.com/the-timeless-consumer-needs-that-define-great-cx/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”3.22″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https://skybridgeamericas.com/wp-content/uploads/2022/08/Screenshot_182.png” title_text=”Screenshot_182″ _builder_version=”4.14.7″ _module_preset=”default” global_colors_info=”{}”][/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.14.7″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”] 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
- [Are Your Customers Losing Patience with Your Customer Care?](https://skybridgeamericas.com/are-your-customers-losing-patience-with-your-customer-care/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”3.22″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”3.25″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”3.25″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https://skybridgeamericas.com/wp-content/uploads/2022/09/Screenshot_1.png” title_text=”Screenshot_1″ _builder_version=”4.14.7″ _module_preset=”default” width=”100%” global_colors_info=”{}”][/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.14.7″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”] 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
- [Think You’re Customer Centric? Brian Solis Has a Quiz for You](https://skybridgeamericas.com/think-youre-customer-centric-brian-solis-has-a-quiz-for-you/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_image src=”https://skybridgeamericas.com/wp-content/uploads/2022/10/Screenshot_16.png” title_text=”Screenshot_16″ _builder_version=”4.18.0″ _module_preset=”default” width=”100%” global_colors_info=”{}”][/et_pb_image][et_pb_text admin_label=”Text” _builder_version=”4.18.0″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”] 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
- [Looking for Customer Loyalty? Start Right Here](https://skybridgeamericas.com/looking-for-customer-loyalty-start-right-here/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Text” _builder_version=”4.27.4″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”] Customer care is a loyalty investment to be protected and managed for growth. It’s time to stop treating it like a cost. Thanks to the strange, mixed messages our economy keeps sending, many
- [The Real Heroes Powering Super CX Performance](https://skybridgeamericas.com/the-real-heroes-powering-super-cx-performance/) - [et_pb_section fb_built=”1″ admin_label=”section” _builder_version=”4.16″ global_colors_info=”{}”][et_pb_row admin_label=”row” _builder_version=”4.16″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text admin_label=”Text” _builder_version=”4.27.4″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” global_colors_info=”{}”] Shopping contact centers? Ask these two questions about front-line leadership to reveal which providers are ready to deliver superior customer experience – and which ones probably aren’t. Customer loyalty isn’t something you build
- [Knowing When to Pass the CX Baton](https://skybridgeamericas.com/knowing-when-to-pass-the-cx-baton/) - 6 Clear Signs that it’s time to Outsource Your Contact Center
- [Skybridge Americas Wins 2017 Elite Contact Center Outsourcing Award](https://skybridgeamericas.com/skybridge-americas-wins-2017-elite-contact-center-outsourcing-award/) - Minneapolis, MN – August 3, 2017 — Skybridge Americas today announced that it has been named as a Top 10 winner of the 2017 Elite Contact Center Outsourcing Award, presented by CUSTOMER magazine. The Elite Contact Center Outsourcing Award recognizes the top inbound and outbound teleservices agencies, both domestic and international, as well as interactive inbound. Teleservices
- [Skybridge Americas Hires Bobby Matthews as Vice President of Business Development](https://skybridgeamericas.com/skybridge-americas-hires-bobby-matthews-as-vice-president-of-business-development/) - Greenfield, MN – April 19, 2017 — Skybridge Americas announced today that it has hired contact center executive Bobby Matthews as Vice President of Business Development. Bobby will report directly to Andrew J. Bosko, Chief Executive Officer, starting Wednesday, April 19th, 2017. Prior to joining Skybridge Americas, Inc., Bobby was the Senior Vice President of
- [Skybridge Americas Hires Tracey Palmer as Vice President of Contact Center Operations](https://skybridgeamericas.com/skybridge-americas-hires-tracey-palmer-as-vice-president-of-contact-center-operations/) - Greenfield, MN – December 20, 2016 — Skybridge Americas announced today that it has hired contact center executive Tracey Palmer as Vice President of Operations – Contact Center. Tracey will office in Skybridge America’s Winnipeg, Canada, call center facility and report directly to CEO Andrew J. Bosko effective Monday, December 19th, 2017. Prior to joining
- [Skybridge Americas Named a Top 50 Tele-services Agency for 23rd Consecutive Year](https://skybridgeamericas.com/skybridge-americas-named-a-top-50-tele-services-agency-for-23rd-consecutive-year/) - Minneapolis, MN – June 7, 2016 — Skybridge Americas today announced that it has been named to TMC’s CUSTOMER magazine Top 50 Contact Center Outsourcing Ranking for the 23rd year in a row. The Top 50 Contact Center Outsourcing Ranking recognizes the top inbound and outbound teleservices agencies, both domestic and international, as well as interactive inbound. Teleservices
- [SkyHub™ Client Warehouse Management Portal Launched by Skybridge Americas](https://skybridgeamericas.com/skyhub-client-warehouse-management-portal-launched-by-skybridge-americas/) - Greenfield, MN – April 26, 2016 – Skybridge Americas, a provider of contact center, fulfillment and digital marketing services based in Rockford, MN, today announced that it has officially launched SkyHub™, a client portal that provides clients with unprecedented online access to performance, inventory and order data as part of its new cloud based warehouse management
- [Skybridge Americas Announces Andrew Bosko as Chief Executive Officer](https://skybridgeamericas.com/hello-world-2/) - MINNEAPOLIS, Minn. – April 4, 2016 –Skybridge Americas, Inc. today announces it has hired Andrew Bosko as its new Chief Executive Officer. “I am very pleased with the addition of Andy to the Skybridge Americas team. He joins at a perfect time to lead the next phase of the transformation at Skybridge Americas along with

## Pages

- [A Relationship Development Enterprise](https://skybridgeamericas.com/) - Customer relationships are built on real, human communication. Not scripts. Because above all else, your customers want to feel heard, understood, and treasured by your brand. SKYBRIDGE AMERICAS It’s time to forget what you thought call centers are supposed to do. And imagine what your customers need from you. In a hyper-connected world where a
- [Careers](https://skybridgeamericas.com/careers/) - Skybridge Americas is a team of dynamic, collaborative, goal-oriented people who love connecting with others and to delivering great customer experiences for North America’s best-known brands. Here, it’s all about the people. As a Skybridge Americas team member, YOU are at the heart of everything we do. So we work hard to provide the environment,
- [Relationship Development](https://skybridgeamericas.com/relationship-development/) - Relationship Development From responsive to proactive. From support to outreach and growth. Turn every touchpoint into the next great opportunity. From responsive to proactive. From support to outreach and growth. Turn every touchpoint into the next great opportunity. In an era when every customer interaction is a high stakes investment and every conversation creates a
- [SkyAI](https://skybridgeamericas.com/skyai/) - Smarter Tools to Power Stronger Relationships Whether it’s real-time agent guidance or brand-level predictive insights, SkyAITM helps our team and yours build deeper brand connections with your customers. Agentic AI CX AI-powered virtual agents for routine inquiries. Sometimes, your customer just want to complete an easy transaction or get a simple answer.Your virtual agent gets
- [Customer Care](https://skybridgeamericas.com/customer-care/) - Real, human customer care, backed by super human technology. Real, human customer care, backed by super human technology. delivered smarter, faster, more profitably delivered smarter, faster, more profitably Ready to Build a Team That Feels Like Yours? Let’s talk about how our Relationship Agents and Relationship Managers can represent your brand with care, clarity, and
- [Talk to Us](https://skybridgeamericas.com/talk-to-us/) - Ready to talk about Growing Your Customer Relationships? Let’s start the conversation about you and your brand goals!
- [About](https://skybridgeamericas.com/about/) - Mark Morris Principal and Chairman A lifelong strategist, entrepreneur, and adventurer, Mark first began collaborating with Skybridge Americas in the mid-2000’s. He admired the company’s decades-long track record, the dedication of its team members, and the extraordinary longevity of its relationships with North America’s most beloved brands. He also saw its potential for growth. So
- [Customer-First Technology](https://skybridgeamericas.com/customer-first-technology/) - When demand spikes, our platform doesn’t blink. It flexes fast, scales instantly, and keeps your customers smiling. • Rapid Scalability – Meet demand spikes without missing a beat • Access from Anywhere – Tap into North America’s broadest and best talent pool • Rapid deployment – Outpace your customers’ needs and market demands • Built-in
- [Vegas 2026 Sunshine Break](https://skybridgeamericas.com/vegas-2026-sunshine-break/) - The Ultimate Las Vegas Sunshine Break Please join us poolside at the Skybridge Americas Bellagio Cabana! Thursday, June 25, 2026 | 11AM – 4PM Bellagio Hotel Poolside Cabana 48 Casual. Commitment-free. Come & go. No presentations. No reservations.Just drinks, appetizers, sunshine,and conversation. Stop by anytime!
- [Temp Page](https://skybridgeamericas.com/temp-page/) - Thank You For Reaching Out A Skybridge Americas Customer Relationship Expert will be in touch shortly!
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- [Our Hiring Strategy](https://skybridgeamericas.com/our-hiring-strategy/) - Fast hiring without ideal job fit isn’t progress. It’s Just a Revolving Door. Speed matters. But customer care isn’t a numbers game. It’s a trust-building strategy. That’s why we never hire simply to fill seats. We hire to build relationships, matching motivated professionals with roles where they’re most likely to stay, grow, and build their
- [Professional Call Center](https://skybridgeamericas.com/professional-call-center/) - RELATIONSHIP GROWTH Relationship managers who build loyalty and increase revenue TECHNOLOGY LEADERSHIP Omnichannel customer experiences designed to deliver more profitable customer relationships Future Focused Collaboration CX Partners who go beyond problem solving to identify opportunities Skybridge Cloud Trusted by The World’s Most Iconic Brands Here’s What They Have To Say! Meet the people who delight
- [Home Page](https://skybridgeamericas.com/home-page/) - [et_pb_section fb_built=”1″ theme_builder_area=”post_content” _builder_version=”4.27.4″ _module_preset=”default”][/et_pb_section]
- [Blog Listing](https://skybridgeamericas.com/blog-listing/)
- [Sample Page](https://skybridgeamericas.com/sample-page/) - This is an example page. It's different from a blog post because it will stay in one place and will show up in your site navigation (in most themes). Most people start with an About page that introduces them to potential site visitors. It might say something like this: Hi there! I'm a bike messenger

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