Sun.Mar 19, 2017

How to Respond to a Negative Review


“No business is immune to a negative online review.”. Even those with a 5-star reputation receive the occasional scathing comment from a customer-turned-critic (or a bitter ex-employee-turned-hater.).

5 Phrases That Make Customers Think Your Employees Don’t Really Care

Myra Golden

I was trying to check in for my American Airlines flight on my phone. I was able to get one boarding pass, but not the other. After several failed attempts, I called American and explained my problem.

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5 Ways AI Will Enhance Call Centre Industry


Contact centres have seen the biggest growth in the recent years. According to Global Industry Analysts, the global contact centers market will reach $337.8 billion by 2018. However, a huge change that the industry is about to face is the presence of Artificial Intelligence (AI).

The New Loyalty – Measuring Brand Stickiness (part 3 of 3)

Part 3 – Operationalizing Stickiness…Loyalty’s Holy Grail. Go to Part 1 . Click to download The New Loyalty 3 part series.

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Forbes Insights: Data Elevates the Customer Experience

New ways of discovering and applying customer insights

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