Improving Net Promoter Score with the Quality Conversation

Ever wonder how accurate your customer experience metrics are? How real are the responses when you ask a customer about their experience? What are you even supposed to look for and what does it mean for your business? Eleven years ago, the business strategist Frederick Reichheld introduced the concept that companies should measure the satisfaction of only the most loyal and enthusiastic...

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What does the Comcast purchase of Time Warner portend for the Cable Industry?

The cable industry has recently come upon some news that simply can’t be ignored: Comcast, a big player in the cable industry, brokered a deal to buy TimeWarner (TW) Cable, the second biggest cable provider in the United States, for $45 billion. If you’ve been following the media coverage of this deal, then you already know that consumers are spooked. Many cable customers fear a monopoly...

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Transitioning Experienced Call Center Agents from Service to Sales

In our industry, we’ve been witnessing a major transition from customer service to sales. To understand why this shift is happening, you have to take a look at the initial purpose of call centers: to cut costs and improve customer satisfaction.  Over time, neither of these goals were being met for particular big businesses, like financial services.  In fact, the need for the proper training...

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American Mobile and Tablet Use Continues to Boom

Many of us consider the most important item we carry, excepting a wallet and keys, to be our mobile device.  It’s no wonder smartphones and tablets have gripped the nation: it’s an instant lifeline to news, work and the world at large. Nomophobia, the fear of being without a mobile device, may just be the 2014 word of the year. According to Ed Tech Magazine, nomophobia is a real disorder,...

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Customer Relationships are the Key to Growing Your Business

According to the Customers 2020 Report, the customer’s experience will become a bigger differentiator than price or product by 2020. Data-driven business can only go so far toward your company’s growth if each customer can sense that they are being treated more like a dollar sign than a human being. For your company to see the most growth, the truth is not in numbers alone. If those numbers...

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How to Boost Employee Engagement

New poll finds 87 percent of world’s employees not engaged at work, and what to do about it Gallup’s new 142-country study on the State of the Global Workplace reports that 87 percent of employees lack engagement at work. That means that of approximately 180 million employees in the companies studied, only about one in eight workers are “psychologically committed to their jobs and...

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