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...

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...

Building, training, and expanding a superior customer care 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. And it is the result of having strong supervisors at the...

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...

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....

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...

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...

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...

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. ...

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...