I’ve talked before about how big data is driving content marketing. And also earlier this week about how customer insights are becoming the main competitive differentiation between old-school traditionalists and modern...Read More

It was April 15, and I was getting ready to undertake the long journey from Rochester to my hometown, Bangalore. As excited as I was, there was also a bit of trepidation, since Rochester’s famously unpredictable clouds...Read More

The “Q” in QM stands for “quality,” but the definition of quality has evolved over the years. Some people look at the Q in terms of Quality Assurance, or sometimes Management, rather than the traditional “Monitoring...Read More

With all the talk about customers and their use of multiple channels to reach that purchasing decision, physical retail stores retain one distinct advantage: face-to-face time with the customer. Forrester updated their customer life cycle diagram...Read More

Despite the promises that gaming, the internet and choose-your-own adventure books would destroy linear storytelling, it seems to be here to stay. Maybe more than ever before, we're drowning in stories: from clever tweets and status updates to...Read More

If you’ve ever taken a customer survey, chances are, you’ve been asked how likely you are to recommend a particular product, service, or company to someone you know. It’s the common standard among satisfaction surveys. According...Read More

Contact center agents are trained to be courteous, but using a pleasant voice means little to an angry mother when an order with guaranteed delivery doesn’t arrive in time for her daughter’s birthday. In such cases, consumers usually...Read More

As we discussed in Part 1 of this series, the New Year is a great time to review your customer experience efforts—to see what’s worked, what didn’t, and plan ahead for the future. Making the move forward from simple...Read More

“ 92 % of companies recently surveyed by Forrester Research agreed that customer experience is a top priority, yet nearly half admitted that they don’t have the resources needed to give customers what they really want...Read More

Truly, this is my favorite time of the year. No, not because the winter is finally here in full force, please! Snow storms, cancelled school, and frenzied people on the roads do not get me excited. But the chance to review my customer experience...Read More