by Richard Nehrboss | Feb 6, 2014 | Customer Experience Management
Over 60% of marketers surveyed report they plan to spend significantly or somewhat more on customer experience this year, identifying this as an area where they anticipate seeing a big return. Efforts are especially targeted to improving web and call center...
by Richard Nehrboss | Jan 31, 2014 | Branding, Customer Experience Management
Top brands understand it’s not rewards programs and incentives that drive customer loyalty, it’s customer service. The true test comes when customers have problems–the way a company handles these situations can create a higher level of loyalty or...
by Richard Nehrboss | Jan 21, 2014 | Customer Experience Management, Financial Services
Companies who overemphasize revenue generation in their contact centers may find their strategies in conflict with customer satisfaction goals. According to The MSR Group 2013 Customer Contact Center Study, the industry as a whole is doing worst at what used to be its...
