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YOUR GATEWAY TO THE WORLD OF CUSTOMER LOYALTY
Poor customer service experiences seem to be a universal frustration. Chances are, most of us can rattle off a bad customer service experience without hesitation. And that bad experience can stick with us for years, turning a would-be loyal...Read More
Forget vampires, werewolves and all the other seasonal spooks. If you’re looking for an extra-scary Halloween costume this year, we recommend dressing up as a sub-par customer experience. From what we’ve seen, no other “monster...Read More
Today’s consumers have made it very clear that they overwhelmingly prefer to use digital channels when it comes to person-to-person communications. And yet when it comes to contacting companies, customers are still calling – and they...Read More
Social media is no longer the newest or shiniest customer service channel but it’s safe to say it still has not reached its full potential. Part of that potential was inadvertently revealed last weekend when a Southwest Airlines computer...Read More
How do you lose a customer before you even have a chance to do business with them? For my brother, it’s putting him on hold three times when he’s trying to book a taxi to the airport for a 7 AM flight. He was considering using a taxi...Read More
No matter how good your quality management process is, you need fundamentally strong QM tools to capture customer interactions, surface underlying issues and take corrective action. These tools typically include recording, quality monitoring...Read More
App fatigue sounds like the quintessential first world problem doesn’t it? “Oh I have way too many apps to open and close on my iPhone 6s. My thumb is sore and I’m burning…like many seconds opening and closing all these...Read More
For decades companies big and small have been trying to figure out how to provide customers with better service. One theory is that the better service your company provides, the happier your customers are and in turn they reward you through...Read More
Enterprises right and left struggle with a number of strategic imperatives around customer engagement. One among them is “avoiding the call.” Competitive pressure and an ongoing desire to cut costs drives organizations to look for ways...Read More
During the throws of day to day operations, nurses, medical secretaries and physicians are often facilitating communication between physicians and patients. Patients call daily with triage questions, inquiries about medical instructions, updates...Read More