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Applying the Freemium Business Model in Telecommunications

Would you be willing to try a service that usually costs $100 per month for free for two years?Once the domain of Internet and mobile companies, so-called "freemium" business models are...

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Social Customer Service: 14 Big Brands Tested and Exposed

Social media is exploding as a customer service channel, but companies are struggling to catch up with the demands of today’s socially savvy consumers. Who is winning in the game of social...

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Vacations and Customer-Centric Solutions: Is the All-Inclusive Deal Worth It?

Winter has been unusually warm this year, and with this Spring-like weather my family is already itching to plan our summer vacation. The big debate: whether to book one of those all-inclusive...

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A Parallelogram: The Flu and Bad Customer Experiences

On January 11, 2013 the CDC announced that influenza has officially reached epidemic proportions in the U.S., with 7.3 percent of deaths last week caused by pneumonia and the flu. But the American...

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Rally the Frontline for Net Promoter ® Success

Improving customer loyalty is a key objective for many organizations, and many have established Customer Experience Management (CEM) programs like Net Promoter to inject customer feedback into...

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The Direct Relationship between Stock Price and Customer Experience

  Customer sentiment and the customer experience directly affect stock price. Just look at this infographic from Derwent Capital Markets (DCM Capital), who used a social media sentiment...

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Tuning In to Customer Experience Technology

Customers share a great deal about themselves through their multichannel interactions. Between social media posts, recorded contact center exchanges, email, text, and other types of communications,...

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Using Big Data to Attract and Retain the Digital Banking Customer

Financial services customers are using digital communication channels more and more. Today, they transact across the web, mobile, social, and other self-serve channels. As they interact with...

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Scoring with Customer Experience Customization

Growing up playing football, or soccer as it’s commonly referred to in North America, it was essential to look the part on the pitch. We wanted to wear the same cleats that football legends...

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A Look Into the Future of Customer Interactions

Customers are on the go. So why shouldn’t customer service go with them? Lamont Exeter, Vice President, Learning & Performance, explains how the future of customer interactions will be...

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