Blog

It can be difficult enough to maintain a consistent personality for your brand when all your employees sit in one office building. When they’re spread out among numerous offices in locations around the world, it can seem nearly impossible to achieve consistency. But, while daunting, it is possible. Here’s a look at how to create a brand persona that spans time zones and employee roles, along with some brand [...]

Did you know there are currently 3.484 billion people actively using social media around the world? To put that in perspective, that comes out to roughly 45 percent of our global population. And while the pervasiveness of social media may be well-known, what about its effects, particularly on brands? If you’re in one of the most highly regulated industries, like banking or healthcare, social media can be a double-edged [...]

How to handle call center stress? It’s not hard to see why contact centers are a very stressful work environment - and this doesn’t just affect the agents on the front lines. It’s something that CEOs and business owners must pay attention to, as well, because excessive workplace stress often triggers lower morale, higher attrition, and higher overall costs. But given the nature of call centers, and the most [...]

We’ve all heard someone say that good customer service means “the customer is always right.” But many managers and CEOs come to learn that this mindset, while well-intentioned, is sometimes flawed. For example, what should a good leader do when caught between employees vs. customers? This type of business conflict can be especially difficult to navigate, so here are some business leadership tips to help you out. [...]

The retail world has been continuously shaken up over the years by digital innovations and fluctuating consumer trends. But there’s one trend that seems to be here to stay. Buyers today are being said to “shop with their emotions, rather than their wallets,” which is a big change from years past. If you lead a retail company and haven't structured your customer experience strategy around this change, you could [...]

Did you know that outsourcing can actually help you reduce business risk? Take a read here to find out how. Let's talk solutions! As you work to grow your business, most CEOs are eager to find ways to improve operations and reduce business risk. But sometimes when they hear that improving business operations can be done by working with a business [...]

Here are some ways to know. High tech startups are notorious for growing fast, and often trying to scale as soon as growth seems consistent. But if you’re wondering “when to scale my business,” it’s in your best interest to tread carefully with the timing. One of the best business growth tips is to find the right pace as you scale that allows you to maximize your [...]

How can customer feedback be collected and used? What comes next after you’ve amassed customer feedback through sources like CSAT and NPS? We break it down in today’s blog post. We’ve written many times about the importance of gathering customer feedback. And we regularly help our clients get set up with tools like CSAT and NPS to help them with this process. But while some companies have the gathering [...]

Recently, we came across a report that greatly surprised us all. In the annual Top, 10 Retail Banking Trends and Predictions report (put out by the Financial Brand site) for 2019, customer experience (CX) did not claim the number one spot as it usually does. Instead, survey respondents declared that the use of data, artificial intelligence (AI) and advanced analytics was their top priority in the coming year…. over [...]