Blog

We’ve all been there, both in-store or on the phone, where the customer experience is so poor that you want to end your relationship with the brand instantaneously—right then and there. How many times have we all had to endure long checkout lines or long holds with...

Around two years ago, the term chatbot shot into our vocabulary and onto CIO and CMO’s agendas everywhere. The idea that a customer could simply “chat” with a robot anytime, anywhere made so much sense -- or did it? You see, any technology solution or product...

So much is said these days about enhancing the customer experience, “delighting” customers and delivering customer service that goes “above and beyond.” For large enterprises, particularly in the insurance industry, this focus on customer experience is fast becoming a...

These days, consumers have the control — they’re empowered by new technology and spoiled for choice. There are new rules of engagement for businesses and providers in every sector. We can no longer live inside the safety of our own industry verticals, comparing...

Over the last 5 years there has been an explosion of innovation in communication technology. New platforms and products have emerged that improve the way brands and consumers interact. The problem is, brands haven’t been able to figure out the best way to communicate...

Customer loyalty is built upon consistently positive, high-value experiences with a brand, often exceeding customer expectations. Loyalty goes beyond satisfying needs or wants. It’s an emotional connection to a brand that customers love and will happily return for....

As brands and marketers, the biggest lie we’ve told ourselves is that our customers actually want to hear from us. Unfortunately, it’s just not the case. It’s time we accepted this and started focusing on listening and not just talking. Why? Because people want to...

Customer experience is entering its golden age. Consumers are enjoying more influence over brands thanks to the easy access enabled through social media, and brands are faced with the ongoing challenge of ensuring each customer experience is a positive one. To this...