Customer service is an essential touchpoint for every business that aims to keep growing. It continues to evolve as customers better understand what they expect from the service industry. The digital era has presented businesses with new challenges in adopting communication strategies that help keep their brands top of mind...

Customer experience is a top priority in today’s hyper-competitive digital economy. Companies are looking far and wide for disruptive technology providers and partners to better communicate with their customers and elevate their contact centers. Yet the contact center industry remains fragmented. The 10 or so multibillion-dollar players represent only 30%...

If you’re a product designer, the most exciting part of your job is seeing the finished product for the first time. It’s the culmination of months of research, thinking, meetings, tinkering, frustrations, and triumphs. It’s what makes the job worthwhile. So Doug Dietz, a designer at GE Healthcare, was understandably...

Founder’s Mission to Enhance Experiences of the Deaf and Hard of Hearing Communities. Hardships bring out the best in the few extraordinary individuals who manage to use their struggles for greatness. Martin Luther King, Jr., perhaps explained it best: “The greatness of man cannot be seen in the hours of...

And how your security process may be driving customers away. It’s a common scenario these days: Your customer is returning to take advantage of your spring offers, so they go to log in, but they can’t get in right away. Your site or mobile app now requires them to verify...

You've put customer experience at the core of your contact center strategy, and you want to be sure that what you're doing is on the correct track? Here are five indicators that you must be aware of in order to create a dashboard that accurately reflects your priorities, progress, and...

The COVID-19 pandemic has changed consumer behavior for good. Thankfully, there are a few ways you can optimize both in-store and online experiences to meet modern shopping expectations. Rhett Power shares some tried-and-tested strategies. The COVID-19 pandemic resulted in a surge in e-commerce, and it shows no sign of slowing....

Self-storage is a business that claims to offer less of a white-knuckle ride for investors and managers. It wins out over other real estate sectors in terms of simplicity, reliability and resilience, it can be easy to start out in, and the path is well-trodden. Being the CEO of a...

Acquiring a new customer can be up to five times more expensive than retaining a current one. Similarly, just a 5% boost in customer retention can increase profits by more than 90%. Rhett Power shares tips for company leaders looking to gain loyal lifelong fans. In 2021, companies should focus...

Making broad assumptions is risky for founders and their teams when investor dollars and many hours of hard work are at stake. Relationships grounded in trust are a necessity. Good listening skills – among team members and customers – set the tone for a two-way dialogue where each person feels...

Apple, the trillion-dollar tech giant, is also a giant in customer service. When my iPhone battery life began to diminish, I found myself on Apple’s online support pages, where I was quickly offered four options: bring the product into a store, send it in for repair (which I could schedule...

Sales are the most essential element to success in any business. Whether you’re selling products, services, or even yourself, it pays to understand the process of selling and utilizing available resources to maximize the chance of making a sale. High-quality leads are one such resource that can mean the difference...

Closing new customers is cause for celebration. You ring the bell, bang the gong, or pop open a bottle of champagne to commemorate closing a new deal. As long as you keep getting new logos, your company is winning, right? Not necessarily. When you treat every new customer as a “special...

Customer service is about having the right people to work in your team and providing them the proper tools to reach the customer in a satisfying way. Today, we see all aspects of how to provide killing customer support and add value to your brand. What you are looking for...

A smooth customer journey increases the potential of converting prospects to customers because of high satisfaction levels. As such, it is important to ensure you are aligning your sales process with customer perceptions and needs throughout their interaction with your business. One of the ways to achieve this is by...