Featured
It's likely that the majority of customers who contact you for help are doing so in good faith. And your agents are trained to make customer satisfaction a priority, so they will do their best to resolve the customer's issue and make them happy. But time and time again, companies fall victim to fraudsters who abuse the trust of your customer service agents and exploit the gaps in your CRM technology for their own gain.
Featured
Aug 16, 2019

Goodwill Abuse: How Customer Fraud Can Cost You Big

It's likely that the majority of customers who contact you for help are doing so in good faith. And your agents are trained to make customer satisfaction a priority, so they will do their best to resolve the customer's issue and make them happy. But time and time again, companies fall victim to fraudsters who abuse the trust of your customer service agents and exploit the gaps in your CRM technology for their own gain.
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Featured
For today’s brands, differentiating themselves through the customer experience (CX) is no longer optional – it is a fundamental requirement for success. Companies that fail to prioritize excellent customer service are learning this the hard way, according to a recent Forrester report. The report found that companies that lag behind in CX are being outperformed by brands that excel at customer-centricity by an incredible 80 percent.
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Jul 5, 2019

The Three E’s of the Customer Experience: Part 3

For today’s brands, differentiating themselves through the customer experience (CX) is no longer optional – it is a fundamental requirement for success. Companies that fail to prioritize excellent customer service are learning this the hard way, according to a recent Forrester report. The report found that companies that lag behind in CX are being outperformed by brands that excel at customer-centricity by an incredible 80 percent.
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The customer experience is not a “customer service problem” or a “contact center problem.” Negative experiences can quickly become a major company problem—particularly with the proliferation of social media and feedback sites. On the flip side, brand advocates created through great experiences with your company are crucial to long term success and competitive advantage. No amount of marketing or PR we do can compete with the power of widespread brand advocacy.
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Jul 5, 2019

What Marketers Should Know About Knowledge Management: Part 5

The customer experience is not a “customer service problem” or a “contact center problem.” Negative experiences can quickly become a major company problem—particularly with the proliferation of social media and feedback sites. On the flip side, brand advocates created through great experiences with your company are crucial to long term success and competitive advantage. No amount of marketing or PR we do can compete with the power of widespread brand advocacy.
Read More »
Featured
It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner.  With realities like that, brands can’t afford to drop the ball even one customer experience.

One of the clear expectations today is a unified experience across channels. With so many engagement options, it can be daunting to think about ensuring that customers will feel they are having a single conversation with your company.
Featured
Jul 5, 2019

What Marketers Should Know About Knowledge Management: Part 3

It takes 12 positive experiences to make up for one unresolved negative experience – “Understanding Customers” by Ruby Newell-Legner. With realities like that, brands can’t afford to drop the ball even one customer experience. One of the clear expectations today is a unified experience across channels. With so many engagement options, it can be daunting to think about ensuring that customers will feel they are having a single conversation with your company.
Read More »
Featured
Over 70% of customers prefer to self-serve to find answers on your site. Chances are, if you don’t give them that option, they will find another brand who will. However, it would be a mistake to believe that just because they start with self-service, they will end there.  The key to providing a loyalty building digital customer experience is providing the right answer via the right channel at the exact moment that the customer wants it.
Featured
Jul 5, 2019

What Marketers Should Know About Knowledge Management: Part 2

Over 70% of customers prefer to self-serve to find answers on your site. Chances are, if you don’t give them that option, they will find another brand who will. However, it would be a mistake to believe that just because they start with self-service, they will end there. The key to providing a loyalty building digital customer experience is providing the right answer via the right channel at the exact moment that the customer wants it.
Read More »
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So what does this have to do with customer loyalty? How can I compare the unconditional love of a best friend – be it canine or human – with the love of customers for a brand or product or company? Easy. It’s the same. Yes, there are different levels and intimacies involved, but – when all is said and done – to earn loyalty, to make people want to be near you and your brand and your company, be a great friend!
Featured
Jul 5, 2019

Unconditional Customer Loyalty: Lessons from My Dog

So what does this have to do with customer loyalty? How can I compare the unconditional love of a best friend – be it canine or human – with the love of customers for a brand or product or company? Easy. It’s the same. Yes, there are different levels and intimacies involved, but – when all is said and done – to earn loyalty, to make people want to be near you and your brand and your company, be a great friend!
Read More »