According to an MIT Sloan Management Review and Deloitte University Press report, Aligning the Organization for Its Digital Focus , nearly 90% of more than 3,700 business executives, managers and business… Read more
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While many organizations aspire to create a culture of collaboration, today’s truth is that legacy technology, geography and other challenges tend to keep departments, people and knowledge siloed… Read more
When we started this decade, the Internet of Things was a basically a buzzword, talked about by a few, acted upon by fewer, a challenge to save for the future, like 2015 or 2020. But as a famous movie… Read more
As any brand or organization that’s implemented a customer self-service offering knows, build it and they will come. But will they be pleased when they get there? Satisfied when they leave? Forrester… Read more
“Every employee can affect your company’s brand, not just the front-line employees that are paid to talk to your customers.” ~ Tony Hsieh A Gartner Research survey found that by 2016… Read more
In a new Government Business Council Report titled The Path to Customer-Centric Service , 67% of surveyed federal managers say their organization’s service is on par with that of the private sector… Read more
Many successes in life have been and continue to be built from the best advice mom gave us. For example, Virgin Group founder Richard Branson says the best advice he ever received was from his mom, Eve… Read more
Chat has always been right on the bubble in terms of becoming a commonly used customer service channel. But since social media and texting have made short messaging the mainstream method of communication… Read more
From an industry that’s seeing some of its most satisfying service statistics ever, as well as some of the least, making an investment in consistently satisfying service and information delivery… Read more
Today’s retail customer is always shopping around, but while price, quality and brand name consistently bring customers to the table, it’s increasingly the retail customer experience (in store… Read more
If sales, marketing and customer service were siblings, sales would typically be perceived as the outgoing one; marketing as the favorite that gets the biggest allowance, and customer service as the child… Read more