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YOUR GATEWAY TO THE WORLD OF CUSTOMER LOYALTY
Just upgrading a touchpoint is so 2016. Comparing current and desired experiences is a good foundation for a CX plan.Much has been written about how to develop a customer journey map. It’s a popular topic, and many professionals across...Read More
What’s the employee sophomore slump? According to CIO.com writer Sarah K. White in her article, “How to use gamification to improve employee engagement,” it’s when “the high of a new job wears off...Read More
We all want to see constant improvement, but what do you do when customer satisfaction flat lines?
The dreaded customer satisfaction (CSAT) plateau. It happens to every organization. After beginning our customer experience...Read More
Ever since the creation of the front-facing smartphone camera, the “selfie” has exploded in popularity—especially among younger people—with millions of one-armed photos flooding the Internet.
While selfies are a form of...Read More
Online communities and social networks are distinct from one another and may be used separately or together depending upon your organization’s goals and objectives.
Social networks and online communities—the distinctions
Nobody’s perfect—it’s an expression we’ve all heard thousands of times. Despite the popularity of this phrase, society continues to set unachievable standards by which to measure ourselves. From airbrushed photos of...Read More
Are you helping your organization drive toward the Next Big Thing?In Ryan Hollenbeck’s recent blog called Trends Worthy of Your Attention in 2016 he discusses how a new market called “Customer Engagement Optimization” continues...Read More
Now that I’ve graded my performance on my predictions for government and public sector customer service in 2015, it’s time for my Top 5 predictions for 2016. Enjoy!1. Digital First Software Rationalization2015 was meant to be a year of...Read More
Almost a year ago, I made some predictions for what would take place in government and public sector customer service in 2015. Now that we have moved into 2016, it’s time to take a look at how I did. I’ll review each...Read More
As the world celebrated the New Year, safety was on people’s minds around the world. Many took time to review some of the events that helped define 2015. The Paris attacks, the university shooting in Kenya and the violence...Read More