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...

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...

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...

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...

(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...

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...

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 –...

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...

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...

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...