The times have changed. The customer experience has completely revolutionized the way successful businesses have either stayed afloat, conquered the seas or shipwrecked. Mob mentality has completely swept the new era of the customer experience. Losing the trust and loyalty of customers has now become...

Running a call center service in-house can be costly. Although there are some benefits to keeping this extremely vital aspect of your business within your company, you may be missing out on time, money and a better all-around customer experience. The current economic climate has...

Delegating tasks is challenging enough. Handing off the responsibility of an entire department, that can be an extremely scary thing to do. Traditionally, keeping everything in-house emits a sense of quality assurance and control. This is partially because of proximity, but also because of responsibility....

Why create a customer experience strategy? Companies that focus on customer service strategies achieve better satisfaction rates and increased revenues. Not to mention keeping customers around longer. This should come as no surprise. Nowadays there is little room for error when it comes to the customer...

Unlocking the value in the little things Does your business have a multi-channel or omni-channel customer experience strategy? Do you know the difference? The debate about these two strategies has ramped up as technology continues to create new lanes for communication. On the surface these two...

“Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) The modern consumer is a different kind of customer. They are educated and opinionated. This type of customer is not afraid to show it, or more importantly, share...