Business is all about relationships; in sales, relationship management is everything. Whether it's nurturing leads or checking in with existing accounts, success depends on having the right dialog, with the right...
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Whilst communications technology has (apparently) come a long way since the 90s, it seems that with caller experiences it is still hit-and-miss. Why do bad customer experiences still happen? The...
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A customer service strategy revolution has been creeping up slowly, and is now upon us. How? Smartphones have quietly changed the rules. The ability to accommodate multiple communication channels in a single,...
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Customer satisfaction survey or Net Promoter Score®? What should I use? To be honest we’re not sure, and there seems to be limited consensus anyway. The customer loyalty metric you...
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