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Seven Essential Customer Data Points for Sales Success

Data is the key to success. Having the right information in hand can make a difference between closing a sale and losing a customer.Businesses—like individuals—get one chance to make a...

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Measure the Value of Customer Experience Improvements

Companies have yet to see convincing evidence that ties investments in customer experience to gains in company value. It simply isn't good enough to say that improvements in customer experience...

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Are Financial Services Trustable?

Being “trustable” means being proactively trustworthy. Among other things, this may mean preventing a customer from making a mistake, even when that mistake would generate...

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Rules of Employee Engagement

Engaged employees are the backbone of an organization. But while business leaders recognize the importance of an engaged workforce, several organizations have been facing high levels of...

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Seven Steps for Effective Content Creation and Management

Though “content is king” may be the phrase du jour, there’s no denying that marketers are putting more emphasis on this particular tactic than ever before.According to the Custom...

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Unlocking the Genius Within

The world is being bombarded with data. With every click of a mouse, every purchase at a store, and every other interaction, customers are sending crucial information that organizations can...

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The Evolution of Social Selling in 2014

In recent years, sales teams have successfully leveraged social media to build and strengthen customer relationships. And as 2014 ramps up, new trends in social media will shape how these sellers...

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Equipping Your In-Store Workforce with Mobile for a Next-Generation Customer Experience

Today’s better connected workforces have added mobile devices to their tool kits. Deploying mobile devices within organizations allows for faster communication across the organization,...

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Benchmarking Drives Operational Improvements to the Contact Center

Most people in the business community are familiar with the adage “You can’t manage what you don’t measure.” But, you also can’t make improvements to customer-facing...

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Harnessing the Power of VOC

Companies continuously collect consumer data from an array of channels to gather insight into the customer experience. From customer complaints to contact center interactions, this internal...

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