Blog

Over the years, we’ve grown as a company in size with many customers from mid-sized to large organizations, in government, non-profit and many different industries. We are now working with over 115 Fortune 500/Global 2000 companies. I’ve enjoyed getting to know many of our customers and their success stories including some pretty impressive results. This year we...

A Little Bird Told Me: 5 Reasons You Need Twitter

Earlier this year I had an issue with an airline so, as many of us would do, I called them. I was greeted with an automated message telling me that the wait time is expected to be 90 minutes. Naturally, I did what many of my fellow millennials would do and took my issue to social media....

Want to know what people in the industry are saying about Customer Experience? Look no further than our bi-weekly #CX Buzz blog. This week featuring; Brandembassy.com on what Starbucks can teach us about CX; Erica Strother Marois [ICMI.com] on the top 20 ways you are annoying your customers, now you have no excuse not to stop! Our tweet of the week, with very wise words, from @JayBaer, and more... Enjoy!

No, this is not another story about how customers are changing because of iTunes, hands-free calling, mobile shopping, show-rooming or what Zappos and Amazon are doing now. This is a story about finding the hidden gems in your customer interaction data. And the good news is you don’t need "Big Data" to find them. Every customer interaction has...

With a Clear View of CSAT Scores, NPS, Social Sentiment and More, You Can See Forever

In part 1 of this series, we began to explore how optimizing process before a significant technology rollout can yield strong success and even stronger ROI. Clients often ask me, "What are the most important processes to examine first?" That’s a great question and the answer depends on a number of factors: Your industry:...