I love how technology has streamlined consumer life. Amazon prime provides shopping from home and delivers purchases within hours. GrubHub delivers food to the doorstep of over 19 million users. What an upgrade from epic store lines, waiting weeks for a package, cooking and getting...
Beth contacted her wireless provider via chat to ask about data upgrade options for her phone plan . The customer service rep, Dale, answered her question with ease. Beth thanked him, they talked about how cool the most recent “Game of Thrones” episode was and...
We’ve heard the term “me, me, me generation” and that millennials are lazy and self-obsessed over and over again. The major news outlets quoting stats hasn’t helped. Hasbro even made a Monopoly for Millennials. Not everyone was amused though. Whether you buy into the stereotypes...
Captain Marvel is not only a powerful super heroine, her catchphrase has business applications - higher, further, faster. Take some tips from this superhero’s motto and raise your customer service game....
Millennials and Gen Z are the largest customer base in history and their habits are pushing for more than just a rainbow unicorn latte. They want customer service on their terms. Could Millennials and Gen Z be the death of the call center? ...
You can teach employees a slogan or a marketing soundbite, but what company culture truly is beneath the polish is the foundation upon which the company soars, or falls. It is what people feel about a company and how they talk about it when the...
Employee engagement and CX are powerfully connected. Empower employees with information and invest in them as people for great customer experience and business....
Slow like an LA rush hour or fast like a New York minute, change is inevitable. Companies that have passed the century mark realize that change is good, like new ice cream flavors. They are embracing the connection between longevity and customer experience, so they...
45% of agents don’t feel they have sufficient tools for success. Why is that? How can you support your customer service agents and improve customer experience?...
“Too much information, running through my brain…” The Police have it right. We're drowning in the amount of info available to us. However, what use is data that isn’t sifted or that comes too late? In customer service it means loss of clients and...