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The Future is Here: Transforming the Automotive Customer Experience

At the turn of the 20th century GM, Ford, and Chrysler manufactured the American car culture, and the 21st century is rapidly transforming it with a new automotive customer experience.Ford Mustang....

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What’s the Fix for Today’s IVR?

Years ago, the ATM was put into cities that served as test beds for ATM machines. Bank customers liked the self-service capabilities, and banks across the nation started installing ATM machines....

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Leveraging Big Data to Drive Sales Performance

Customers and prospects share a tremendous amount of information about themselves – both intentionally and inadvertently – through their digital interactions with companies. This...

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The Art of I’m Sorry: Crafting the Perfect Customer Apology

In our socially connected world, customers will tell twice as many people about a bad customer experience than a good one, so it’s critical for companies to respond with a meaningful customer...

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Lead Generation: Thirteen Facts for Finding the Right Channel Mix

Internet ads. Cold calling. Social media. Tradeshows. Email marketing. Online chat. Mobile marketing. Blogs. Which channel mix will help you generate the most sales leads? Wonder no more. 1to1...

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Helping a Communication Leader Up Sales and Boost Net Promoter Score™

Sales success is essential for organizations to thrive. But, achieving sales growth on its own isn’t enough. Savvy business leaders know that they need to both deliver on their sales promises...

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One Simple Way to Earn a Customer's Trust

Syngenta, the global agrochemical company, created four different product information and guidance modules for South African potato farmers, tailored generally to the four different potato-growing...

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The Relationship Dynamic: Mapping Customer Interactions

Researchers, psychologists, and scientists of all types continually study relationships, but what happens when you start connecting things seemingly unrelated (like diseases) or start mapping...

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Etiquette: Following Cultural Norms and the New Rules of Serving Digital Customers

Foreign cultural norms and serving digital customers have much in common these days; they both require us to brush up on our etiquette. Distant countries and modern-day customers have social and...

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Gaining a Detailed View of Cloud vs. Premise Contact Center Total Cost of Ownership (TCO)

There are a lot of figures randomly tossed around about the total cost of ownership (TCO) for both cloud and premise-based contact center platforms. And, while some of the numbers being reported...

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