With the increasingly competitive world we live in, companies must do more to keep customers. With more factors than ever before influencing buying decisions, customer loyalty is generally on a downward slope. Brands must now invest heavily in ways to get more people visiting sites...
Martha Brooke is the Founder of Interaction Metrics.This article was written with the help of her analysts. In the US market alone, there are hundreds of customer service consultants offering thousands of customer service improvement strategies which begs the question: does anyone need yet another customer service improvement...
You’ve got all of the cool gadgets. You’ve made it so that your customers can reach you in every way imaginable. So, what else is left? A lot of companies are so caught up in becoming the most leading-edge companies around, that they forget what matters...
This week, the world was introduced to the terror that was the WannaCry ransomware hack. Thousands of people all around the world found that they were locked out of their computers and that their files were being held for ransom. The victims were vulnerable to the...
During the last weekend in April, I had the pleasure of attending the SOCAP Symposium in Chicago. In addition to myself and our SVP of Customer Engagement, Tom Asher, there were over 250 fellow attendees from various industries. It was great to be able meet...
This week, in lieu of a traditional blog post, we wanted to give you a special treat! I recently had the pleasure of talking to none other than customer experience expert Shep Hyken about how humans and machines are working together to simplify the customer journey....
As the world moves more and more towards complete automation, many wonder what the role of humans will be in the workforce. Will there be any jobs left for us to do? And if so, what will they look like? Fortunately, I don’t think most of...
As you may have seen, we recently had the privilege of sitting down for an in-depth discussion with the man who created the legendary culture at Zappos, Dr. David Vik. He provided some great insight on how to set yourself apart from your competitors, how...
Technology is truly marvelous. Can we all take a quick second to just acknowledge that? With so many new developments emerging every day, it can be hard to keep up with what is possible. Artificial intelligence, machine learning, neural networks, etc. have all allowed for...
Video chat is all the rage right now for customer experience. Already companies are starting to incorporate video chat into their sales and service offerings, and Gartner predicts that 1/5 of the largest global businesses will offer it by 2018. It is becoming more common in...