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If there’s one thing we’ve learned since the economic collapse ten years ago, it’s that big salaries and gold-plated benefits do not guarantee a happy or productive workforce or amazing employee engagement. In order to nurture the bottom-line, companies have spent decades figuring out ways to improve the customer experience.…

If you've been thinking that CX is just a trendy acronym that will go away, think again: Evidence is mounting that customer experience plays a significant factor in consumer choices -- and business success or failure. If you'd like to stay on the success side of the equation, get your…

I just need 223 minutes of your time . . . said no marketer ever. But maybe marketers should be asking that question. For most companies, long-term success and prosperity depend on attracting millennials. Fortunately, we know where to find them: Millennial internet users worldwide spend an average of 223 minutes each…

Sure, we talk a lot about surveys, but engagement is really a big deal. And on this special day, we make the most of both topics with a sweet double-delivery: 1. Know your audience Let’s assume that you already know who you’re connecting with. Propose to a total stranger -…

In the drive to create delightful experiences and exceed customer expectations, companies begin to believe their own hype – in fact, 89% of customer service managers believe they are “exceeding customers’ expectations”. Yet 84% of customers interviewed didn’t agree. (more…)

Any business with customers is in the "people" business. You can excel in every aspect of running a company, but ultimately, it’s positive customer experiences that drive business success. If you allow customer service to take a backseat, you risk losing touch with your customers and what matters to them.…

For every dissatisfied customer who bothers to complain, 26 other customers remain silent.   (more…)

Here in the U.S., it’s officially been Fall for a grand total of 11 days and I can certainly feel it in the air. I am based in our Herndon, VA, office (just outside of Washington, D.C.) and the cooler temperatures have arrived! This weekend I picked up two pumpkins…

Prime Day was last week and it was a jungle out there - in fact, an Amazon jungle.  Tech giant Amazon kicked off its third annual year of Prime Day on July 10 and has since reported the biggest sales day in company history. They experienced a sales increase of…

What do you want to be when you grow up?  We’ve all been asked the question, but how many of us responded that our passion was the insurance industry?  (more…)

Employee Engagement: Enhancing Customer Experience from the Inside

9 Signs Customer Experience Counts

Attention Millenials: I just need 223 minutes of your time…

Engagement In 3 Simple Steps

Do you create delightful experiences for your customers?

Ask your customers for real feedback.

Discover how your dissatisfied customers really feel before it’s too late.

Fall for Fall – What’s Not to Love?

Amazon Prime Day: If You Build It They Will Shop

Enhancing Client Experience in the Insurance Industry