Loyalty Is the Missing Link in Customer Experience
Loyalty management has moved on from the days of rewards and campaigns offered by your local supermarket. It’s now a fundamental component of a successful customer experience strategy for both…
Loyalty management has moved on from the days of rewards and campaigns offered by your local supermarket. It’s now a fundamental component of a successful customer experience strategy for both…
Everyone has some form of feedback program in place. Most, however, are to put it politely “lacking in sophistication and provide little if any value”. I am perplexed that in…
Wouldn’t it be great if an agent with only 2 minutes left on their shift doesn’t get routed a complaint call that will likely take at least 5 minutes to resolve. Wouldn’t it be great if an agent whose recent evaluations show they are struggling with upsell calls doesn’t get routed a qualified lead only to fail again.
An overwhelming amount of research by multiple leading analyst companies means business leaders, especially software company leaders, find it hard to pick the right research to inform important strategic decisions.…
The global experience economy is projected to reach $12 trillion by 2028, up from $5.2 trillion in 2019. It’s time for your technology to realize this potential. In the last…
It’s the era of the Super CMO!
The dissolution of the front- and back- office divide, so anyone can be customer facing, is important for business success and better customer (and employee) experiences. However, no one is…
The value of having happy, engaged employees is obvious: Engaged, satisfied staff deliver better customer service, which drives business success. Yet, creating the experiences that make employees feel good remains…
In a recent report, McKinsey perfectly captures the need for an improved customer experience in today’s marketplace: “The recent shifts in consumer behaviors and expectations brought about by COVID-19 are forcing companies…