When it comes to customer loyalty, it’s all about emotion. In just one short year, Gartner predicts that the average person will have more conversations with bots than their spouse.... read more →
Are you investing the same effort into your employer brand as you do your customer-facing brand? A strong employer brand attracts and retains employees, turns them into advocates for your... read more →
Finding great people is one of the biggest challenges for organizations. In today's fast-paced business environment, most of us spend the majority of our waking weekday hours at work, so... read more →
The launch of the automotive dealership Business Development Center (BDC) marked an immense change in the traditional model. Prior to BDCs, phone call management was at the mercy of sales... read more →
Negative customer experiences are generally the water cooler chat of service experiences, but there's plenty of good stuff fueled by employees who go out of their way to delight customers... read more →
What’s your preference? More material “things” or more experiences? Things come and go, experiences are etched in our minds and become memories. Today, 89% of companies compete primarily on the basis of... read more →
According to a recent Driving Sales Customer Experience Study, 56 percent of customers said they’d buy more often if the process was not so difficult, and 99 out of 100... read more →
"We value our employees. They are our #1 resource." "Our employees are responsible for making this company great." Sadly, clichés like these are spoken all too often in organizations with... read more →