Sun.Mar 19, 2017

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How to Respond to a Negative Review

ReviewTrackers

“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 Ways AI Will Enhance Call Centre Industry

Merlin

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)

ENGAGE.cx

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

ROI 13

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.

How to Build Great Customer Journeys

Make Each Touchpoint a Meaningful Experience