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Many businesses make the mistake of fearing their sales organizations. The general perception of the sales team is as elusive hunters who possess the uniquely savage skills required to go into the...

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...

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...

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...

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...

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...

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,...

  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...

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...

Many retailers are looking ahead to the approaching holiday season with a mix of hope and concern. Although sales for the holiday shopping season are expected to rise 3.5 percent to 4 percent,...