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Personal Engagement: The One-to-One Connection

By empowering employees to make a positive impact in the customer experience, employees feel better about themselves, their job and the customer.
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3 Unique Marketing Tactics to Stand Out from the Competition in 2022

Getting noticed is getting harder and harder. In the current business environment, more people than ever are battling for consumers’ time. Learn three marketing tactics to set you apart from the rest of the noise in this overcrowded market we call 2022.
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Boost Medicare Member Engagement and Satisfaction by Rewarding Healthy Behaviors

Create engaging wellness touchpoints with members for your Medicare plans to have a better chance of improving Star Ratings and member satisfaction.
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8 Twitter Examples of Companies Nailing Customer Experience

Making our customers feel good about being our customers is what matters most! Read about some of the companies that have done a great job managing the customer experience.
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Defining True Customer Engagement [Infographic]

True Customer Engagement is about becoming a regular and consistently positive presence in your customer’s orbit.
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The Power of Storytelling on Company to Customer Relationships

The power of an effective story that generates significant buzz is unmatched. According to Jennifer Aaker, Stanford Graduate School of Business, stories are 22 times more memorable than facts.
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5 Small Ways to Make Employee Work Anniversaries Special

Publicly recognizing employees for reaching an anniversary, whether it’s their first or twenty-fifth, is a great, low-effort way to thank employees for their dedication to a company.
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Eliminating the Subjectiveness of Customer Experience Metrics

With many customer experience initiatives being initially uncovered by a hunch, or gut feeling, it is critical to remove that subjective nature whenever possible, especially when it comes to defining success.
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Understanding the Convergence of Marketing and Customer Service

I was humbled recently to attend the Integrated Marketing Summit in Atlanta and present to fellow industry leaders on Customer Experience Management programs and how they align marketing and empowered employees to effectively engage with customers. The Summit as a whole was a great experience and af…
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Creating a Powerful Customer Experience Strategy

In your work world, who inspires you? Why? I’ll bet no matter what it is they do – piano tuning, executive leadership, accounting – if they’re doing it right, they create the same result: a better customer experience. That’s why CX is the confluence of many disciplines and brings together brand and …
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Swiftly Impact the Customer Experience: Using Survey Comments as Quantitative Data

With today’s customers becoming more discerning than ever before, providing exceptional customer service has never been more important.  Research, in fact, shows that customer experience is a high priority for consumers, with 60% often or always paying more for a better experience.
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Customer Retention Isn’t Enough: How to Grow Customer Advocates

The most basic business tenet is as true today as it was hundreds of years ago: businesses need new customers and they need to retain current ones. Coming out of a somewhat lingering recession, how do you go about doing this? People don’t trust advertising. They trust what other people say about you…
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MMM Experiences

Meaningful, memorable experiences with customers turn bad situations around and make good interactions great. By creating genuine connections, you’ll find that your customers are willing to buy more, spend more and stay longer, leading to results you can measure.
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