There are two words you may be sick of hearing by now; “Mobile” and “Video.” It’s no secret that mobile video is now one of the most vital media touch points. It has officially opened up a new door for businesses to not just reach consumers, but other businesses as well. Video itself has found...
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You could hire a team of smart agents, train them well, and compensate them fairly. But when agents are chained to a script from which they cannot deviate, conflict can arise quickly. The connected customer certainly doesn’t view themselves as one-size-fits-all and can sniff out inauthenticity...
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SaaS companies are about to unleash technologies that will permanently disrupt the way we do business.
Imagine that your new iPhone suddenly develops a glitch. The screen freezes and the factory reset is not responding. It’s a frustrating scenario. You need your phone for your daily job, and you...
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If you work in customer service, you may have heard of the famous Ritz-Carlton $2,000 rule. The policy, in place since the 1980s, permits any employee to spend up to $2,000 to make any single guest satisfied. Talk about agent empowerment!
Most companies can’t just drop two grand to make a customer...
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As you've no doubt seen elsewhere, service is becoming the differentiator between product companies, as it is increasingly difficult to differentiate based on the product alone. Apple is such a great case study on this trend, as their iPad hardware isn't so different from their tablet competitors,...
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The most wonderful time of the year for shoppers is right around the corner. The first day of November marks the first day of the official holiday season, the busiest time of year for most retail operators. For many retail players, such as brands operating jewelry, department, consumer electronics,...
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When times get tough, it's comforting to know that your best friend always has your back. That kind of loyalty isn’t bought — it's earned. The same goes for business.
Every salesperson knows that their customer community is one of their strongest assets within a business, but the stakes in this...
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Whether it’s perpetually running late, using outdated software, or biting your nails, old habits die hard. Change is challenging, but it can be healthier, more productive and in your organization’s best interest. Geoffrey Moore, author of Crossing the Chasm and Zone to Win, refers to change as...
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In the recently-released State of the Connected Customer Report, Salesforce Research surveyed over 7,000 consumers and business buyers around the world to learn more about what’s on the minds of today’s technology-empowered customers. What do they expect from their experiences with brands big and...
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