by Martin Pacino | Nov 12, 2019 | Customer Experience Management
Through some type of organic evolution of responsibilities across eleven years of marriage, my wife and I have arrived at a division of labor that tends towards me handling the matters that require interaction with people – making the phone calls, carrying on...
by Laura Worick | Aug 26, 2019 | Customer Experience Management
When speaking to business owners, it’s noticeable that the terms “customer experience” and “customer satisfaction” are sometimes used interchangeably. While you may think that they’re the same, customer satisfaction and customer...
by Laura Worick | Aug 19, 2019 | Customer Experience Management, Technology & Innovation
Making sure that your customers are receiving the level of care that they hope for is difficult without the right technology. As the world is becoming more interconnected, your business needs to make the necessary steps to ensure you have the right technologies in...
by Laura Worick | Jun 14, 2019 | Customer Experience Management
Customer service is an integral part of almost every company. Unless you have a monopoly on your product or service, part of what makes customers return is their experience with front-facing teams. Technical issues, sales pitches, and product returns are all...
by Marketing | Feb 21, 2019 | Customer Experience Management, Employee Experience
In Q1 2018, Forbes published an article outlining ten insights about the undeniable link between employee experience and customer experience. As J. W. Marriott famously said, “Take care of associates and they’ll take care of your customers.” It’s common sense,...
by Martin Pacino | Dec 1, 2018 | Customer Experience Management
How Decision Makers Actively Utilize Market Research Data at the Point of Decision Making. A central brand and service differentiator in the practice of market research is the extent to which someone working in the service of clients – be they internal or external –...
