DIY Customer ExperienceMillennials will always avoid making a phone call if possible. They... more
Jan 25 2016
Jan 18 2016
Are focus groups really that helpful? This is a question that has been asked by many with few answers. The ultimate goal with focus groups is to improve upon your processes while also improving the customer’s experience. In this post we will analyze when focus groups are useful and when they are not.Effective Focus Group Situations.
Jan 11 2016
Often times when companies are making the decision to outsource, they are only looking at how it can decrease their costs. It is important to consider what level of customer service you are likely to achieve through outsourcing. In my opinion, this is more important than what the costs will be. In some situations it could be worth spending more money to ensure that a third party outsourcer helps provide greater... more
Jan 4 2016
Dec 22 2015
This time of year many of us are stuck dealing with overcrowded and understaffed stores. A large number of us will have to deal with poor customer service. Sometimes it is almost comical how poorly one can be treated. Take a look at this compilation of customer service fails and give yourself a good laugh.We hope you have a happy holiday season! Thanks for... more
Dec 15 2015
Dec 7 2015
Nov 30 2015
Oct 14 2015
Many companies are faced with the daunting task of trying to figure out whether or not outsourcing is the answer for their particular situation. The truth of the matter is this, in order to discover when it’s the right time to outsource; one must first ask these questions.
In regards to the first question, it isvery important to prioritize which tasks can be considered... more
Oct 7 2015