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Letting customers share ownership of their experience should be a priority.
Less consumer effort results in higher satisfaction.
Follow these guidelines to identify some of the biggest problems smart customer service presents and discover how you can break these patterns.
To meet the demand for fast and efficient service over multiple channels, brands need to invest in new applications. Here's why you should consider cloud-based solutions.
Field service automation vendors are providing rich mobile applications, including native smartphone and tablet applications. To reach the next level of success, here are some suggestions to accelerate mobile strategies.
Virtual assistants may differ in their capabilities, but their intent is to help manage data and applications on personal devices. They need to be multichannel and project business rules consistently across those channels.
Why current acquisition, loyalty, and retention strategies are not working.
When unexpected publicity hits, it pays to be prepared.
Stand out with data-driven marketing.
Six steps to putting a positive spin on a potential business disaster.
Tips for easing a CRM system switch.
Use the right tools to boost brand loyalty.
Steps for driving engagement and interaction.
Use these indices to manage customer engagement and predict your renewal business.
Although self-service is a key when it comes to options that consumers expect, medium-sized businesses have yet to catch up to larger enterprises. Here are some suggestions to bridge the digital divide.
Companies know that customer experiences are important, yet some struggle to offer experiences that satisfy customers at a cost that makes sense to them.
How much is the "sales hockey stick" costing you?
Why your business needs both—and when.
An age of online meetings calls for new sales skills.
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