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Thought Leadership Articles

Watch Your Language: How to Converse with Customers More Effectively

“I’m going to put you on hold for just a second.”; “I think you misunderstood me just now — what I actually said was…”;...

5 Ways to Quickly Meet Customer Experience Expectations

Charlie Herrin, the executive vice president in charge of customer experience at Comcast, earlier this year said, “customer service is what happens when customer...

Out With the Old, In With the New: 4 Customer Service Resolutions for 2019

The onset of a new year often means personal reflections and goal setting, but are you taking the time to do the same for...

Six Ways to Make Your Company More Valuable in 2019

Welcome to a new year full of potential and promise. Before we get too deep into the year, why not take one or more...

Think Tank Discussions

Customer Experience: Is Amazon Going Downhill?

Summing up these experiences what has Amazon achieved? Turn me from a happy (even delighted customer in the past) into a dissatisfied customer. Dissatisfied enough to share his experience with the world.

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