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The new year has ushered in a new wave of recognition among business owners that their old customer service practices just weren’t cutting it anymore. With surveys showing plateaus and decreases in customer experience satisfaction, it was quickly recognized that too many companies were maintaining...

Establishing customer loyalty can be tricky. Customers are notoriously unforgiving when they experience poor service — one survey conducted by American Express showed that 91 percent of customers won’t willingly return from a bad experience. Similarly, a separate survey conducted by American Express showed that...