A Great Customer Experience Starts Behind the Scenes

Like any critically acclaimed theater production, the key to its success is in the actors’ and actresses’ delivery. But, the delivery wouldn’t amount to much without a director’s guidance and a production team working tirelessly behind the scenes throughout the play. Believe it or not, the same amount of credit can be attributed to the … Continued


How Call Center Analytics Influence Positive Customer Experiences

Many may be unaware of this truth, but the secret behind exceptional customer service has not only to do with expert Communicators, but much to do with hard facts provided by data analytics. In an era where tempers are running shorter but quality of customer service is rising in importance, more support is needed in … Continued



In Marketing, as in Life, Don’t Put All of Your Eggs in One Basket

A successful investor on Wall Street is confident a hot stock is going to soar, so he throws everything into it. However, unaware that negative company news is about to hit, his entire investment is quickly wiped off the map. Just like that, he learns the hard way to diversify. The same goes for marketing; … Continued


Don’t Learn the Impact of Poor Service the Hard Way

Perhaps the only thing that can impact a business more than providing a great customer experience is providing a lousy one. When consumers spend their hard-earned money on a product or service they expect to be treated well, as they should. With seemingly every industry crowded with so much competition, consumers will simply take their … Continued


Shining Brightly With Customer Service ‘Extras’

We’ve written a lot on this blog about quality of customer service as a competitive differentiator and its evolving role in business. Of course, the best way to drive home just how important the customer experience is in today’s market is to look at a real-life example. Recently, a story broke about three Lowe’s employees … Continued


Is Your Customer Service as Good as You Think?

Companies generally don’t aim to provide a mediocre customer experience. In fact, 68 percent of businesses plan to increase what they spend on customer management this year, according to the “2014 Call Center Executive Priorities Report.” Several recent studies further evidence the fact that the majority of businesses now view customer service as a top … Continued


From a Customer Experience to a Customer Journey

Years ago, a company’s interaction with customers was largely limited to two points of contact. A consumer interested in a product would come into a brick-and-mortar store location and speak with a sales representative. If the consumer made a purchase and had a question or problem down the line, he or she would call a … Continued


Three Crucial Takeaways from the Target Data Breach

Who can forget the now infamous Target hacking? During the 2013 holiday season, the company suffered a massive data breach where hackers stole the credit card and personal information of perhaps as many as 110 million customers. The network security breakdown is still being scrutinized and, for now, it remains unclear what steps the company … Continued


Bad customer experiences are a brand killer, says study

It’s not just customers who personally have a bad experience you have to worry about. Those people are also 95 percent likely to share bad experiences with others, and more than half of those surveyed said they would share bad experiences with five or more other people. With social media and online product reviews at their fingertips, customers can share their good or bad experience with more than just family, friends and acquaintances – they can share it with the world!