You don’t win customer loyalty solely by the “wow!” factor. You win simply by delivering on customer promises and resolving everyday issues. According to research from CEB’s book, The Effortless Experience: Conquering the New Battleground for Customer
The explosive growth of mobile offers the greatest opportunity for contact centers. If the consensus among those at ICMI’s Contact Center Expo and Conference is any sign, mobile is the place to focus. But while there’s consensus about mobile, there
Due to a middle school crush, I became a fan of Elton John during the most prolific point in his career, releasing a series of records I still...
Let’s step into the “way back machine.” It’s 1985, and my friends and I are waiting in a long line to purchase U2 concert tickets. We are beyond excited; they are coming to the Worcester Centrum and we are determined to score tickets for this
I was on a weeklong business trip to London last month, and as I made my way to purchase a ticket for Heathrow Express train, I realized that I had left my corporate credit card at home. It was close to midnight in London, and Heathrow Express was the
“Let’s eat grandma!” “Let’s eat, grandma!” Punctuation makes a difference, doesn’t it? So does context. If you’re a basketball fan with March Madness on your mind, “Drive the lane!” might
“Hello, Mr. Famous, and thanks for calling 1-800-WeCanHelp! I see you bought three items from us last week, and you IM’d with our agent Chet yesterday when you had some...
Contact centers have always been awash in data and data crunchers. But based on progress in data science, there is a renewed focus on analytics and how you can use it to differentiate your customer engagement strategy. When competitors offer similar
In 1973, the group Steely Dan burst onto the music scene with two hits from their first album “Can’t Buy A Thrill.” Setting the standard for obscure lyrical...
