Customer Loyalty & Brand Advocates

The jarring bankruptcy last week of America’s most iconic retailer, Sears, succeeded a long, slow burn in which the holding company used financial engineering schemes and draconian cost-cuttin...

Not simply empowered to expect great experiences, today’s customers also have legitimate avenues for sharing details about the experiences they receive. They have the power to markedly impact a brand’...

True success in today’s marketplace involves building lasting, meaningful connections with customers.It involves looking beyond “customer satisfaction” – and focusing on loyalty.Loyalty, it should be...

In many businesses, contact center efficiency and—surprisingly— customer satisfaction don’t directly drive customer loyalty. Customer loyalty grows instead from the totality of interactions. Check out...

It seems simple. You want to engage with visitors on your site on mobile or web - you provide them with the option to call you or message you. Your job is done, right?Not so fast. While technology, li...

Are you delivering the right customer service for the Now Customer?Customer care organizations must change how they operate to become much more Real-Time. They need to bring real-time interaction data...

We asked six leading experts from companies such as Microsoft, Clorox and 3M what strategies they’re using to get the most out of social data. They were asked questions about measuring ROI, br...

We scoured the web to find 8 great customer care infographics that are interesting, insightful, inspiring and even amusing. The infographics are in conjunction with our exclusive online case study s...

16 leading customer executives who spoke at our flagship event, Call Center Week, share their essential tips on customer service, service as a competitive advantage and the future direction of custo...

Businesses and consumers alike are still grappling with the impact of recession including decreased spending power and the intensifying battle for customers. As the power of the customer rises, bus...

Because customer satisfaction translates into an improved bottom line, businesses are not wrong for approaching the customer experience from a perspective of greed. They are not incorrect for treat...

Two distinct customers. Two distinct restaurant experiences. One common attitude. Suggesting the universe conspired to make me regret saying a customer’s demeanor should not impact the...