Brian Hannon

Transparency: The Key to Building Brand Trust & Loyalty

Customer loyalty and trust are valuable commodities in the brand-consumer relationship, but they are also its biggest hurdles. Poor experiences and a lack of transparency from businesses to their customers contribute heavily to the loss of trust and loyalty – ultimately leading to a...

How to Turn Holiday Shoppers into Repeat Customers

Last month we saw (and participated in) a record-breaking Amazon Prime Day. The 36 hour sale holiday saw estimated sales numbers for small and medium sized businesses alone exceed $1 billion. This demonstrates the impact that peak sales periods like this, as well as...

Why Employee Happiness = Customer Happiness

For the sixth year in a row, job satisfaction has improved in the US, surpassing a 50 percent satisfaction rate since 2005. Despite overall satisfaction, there are areas that increasingly prove problematic for employers, such as promotion policies, performance review processes, and internal recognition....

Why You Don’t Need Luck in Customer Service

A global company with strong Irish roots, you can imagine that our employees enjoy celebrating St. Patrick’s Day every year. The holiday is reminiscent of “the luck of the Irish,” but when it comes to our CX services and offerings, luck should not play...

The Recipe for a Successful CX Strategy

When you think of good customer experience, what do you think of? I envision a 5-star restaurant with a Michelin chef behind the scenes. With any recipe, you need all the right ingredients to start, but for a chef to truly make a unique...

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