Oct 19, 2017

Engaging Millennials, Part 2: What Retailers Must Do To Win Loyalty

In part two of this series, we take a look at what retailers must do to capture the loyalty of the digital-native generation.
Oct 12, 2017

Engaging Millennials, Part 1: 4 Ways Auto Brands Can Drive Engagement

In this new series, we take a look at how Millennials are shaping different industries, and what brands must be doing to engage this generation.
Oct 11, 2017

4 Crackerjack Ways to Get Ahead in the CPG Industry

The CPG industry has always worked with tight margins (not to mention strict regulations!), and a still-not-recovered economy isn’t helping anything. While in some regards, the future looks rosier—Millennials are more brand loyal and less price focused than previous generations, for example—in most, it looks like the landscape isn’t changing any time soon. How can CPG companies stay competitive against the odds?
Sep 29, 2017

How to Create the Restaurant CX Your Customers Crave

Almost every area of our lives as consumers has become infused with technology, allowing us to have experiences that are more personalized, convenient, and enjoyable than ever before. But restaurants have been a notable exception. And the higher our expectations are set by exceptional interactions in any industry, the more glaring the difference becomes.
Sep 22, 2017

Don't Leave Your Franchisees on An Island: 4 Ways to Manage the Relationship

In today's viral world where both positive and negative service experiences quickly spread via social media, companies with many different store locations must know that your brand reputation is always at stake, even when individual stores may be at fault. It is in every brand's best interest to be focused on supporting your store locations from the start.
Sep 12, 2017

What's the Point? 5 Key Objectives for Customer Service Systems

What's the point of customer service? If you answered, "Resolve customer requests and issues in a timely manner," you'd be partially correct. While contact resolution is priority number one, there are four other goals that have a major impact on the customer experience.
Sep 09, 2017

Beyond the Buzzword: Opti-Channel Engagement

Unlike an omni-channel experience, where customers choose their own preferred channel, with an opti-channel engagement strategy, you determine the optimal channel for each customer at each touch point, using a combination of journey mapping and big data. Although "opti-channel" sounds like it's just the new industry buzzword, if you keep reading, you'll discover that it's much more—it's actually the next big CX differentiator.
Sep 06, 2017

How to Improve Average Handle Time in 5 Simple Ways

How can you improve your agents' handle time and also provide a truly great customer service experience? Provide them with the tools, training, and resources they need to succeed. Here are five steps to improving AHT, while still providing quality service.
Sep 01, 2017

5 Ways to Win in the Travel and Hospitality Industry

Travel and hospitality is a trillion-dollar industry with brands ranging from local mom-and-pop tour operators, to household-name online travel agencies, to luxury five-star resorts. Regardless of size, type, location, audience, or any number of other factors, all T&H companies have one thing in common: they’re all fighting to stay competitive in a saturated market. Here are five ways you can ensure your business stays on top.
Aug 27, 2017

Hidden Data: What It Is and How to Overcome It

Most brands use social media monitoring tools to track what their audience is saying about them in the event some type of crisis situation occurs. But what about the insights and customer feedback that aren't crisis-level? This data can become hidden in silos and the insights lost. How can consumer relations teams overcome this and better serve internal departments in their company?