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Increasing sales is a priority for organizations. However, in a competitive environment that has many business leaders deciphering customers’ changing needs while being more cautious and...

Delivering an optimal customer experience has long been a priority for forward-thinking companies, becoming even more important in today’s connected and social world. But, even the best...

Chief sales officers, like fighter pilots, understand the strategic importance of navigating the OODA (observe, orient, decide, and act) loop; they also know all too well that it is becoming...

Your employees are the brand personified, and it’s critical that they have the skills to embody what you want your brand to represent. Lamont Exeter, Vice President, Learning &...

 Evidence shows that customers are frustrated with the service they get when they call companies’ contact centers. Cumbersome Interactive Voice Response (IVR) systems, long wait times,...

  "No one would remember the Good Samaritan if he'd only had good intentions. He had money, too." –Margaret ThatcherThe clash between trustability and a company's own...

As customers become more digital, social, and mobile, businesses have opportunities to improve customer satisfaction and loyalty through a differentiated customer experience; but those who are...

The explosive growth of smartphones, texting and social media have forever changed the customer service landscape. The messaging, chat, mobile browsing, and app-based capabilities of smartphones...

This is the third blog in a three-part series. The Vicious Cycle starts with one bad customer experience. That experience leads to customer dissatisfaction. If the company does nothing to make...

This is the second blog in a three-part series.The Vicious Cycle starts with one bad customer experience. That experience leads to customer dissatisfaction. If the company does nothing to make...