Omni-channel engagement is the use of multiple channels, in a cohesive and engaging manner, to serve and communicate with customers. Providing a seamless customer journey, the experience remains consistent, wherever the customer reaches out from.Continue Reading
In this blog post, we’re taking a closer look NPS, CSAT, and CES and how they impact your customer experience in order to help you decide which metric is right for you. Continue Reading
In this blog post, we're taking a look at "closed-loop feedback"; A fundamental tactic to engaging customers and ensuring that all comments and concerns are addressed in order to increase sentiment. In addition to shedding light on what this tactic is, we'll also share key best practices and how to execute "closing the loop" with...Continue Reading
In this blog, to share the relevance of the popular metric, we're breaking down what a customer effort score is, how to measure it, and the best practices for using it.Continue Reading
When it comes to designing a seamless customer experience it’s important to understand every moving part of the customer journey. Specifically, critical customer touchpoints, along with channels and devices that customers use to interact with your business. Today, the modern customer uses a range of channels and devices within a single journey. So mapping out...Continue Reading
That's why in this blog, we're taking a look at how you can reevaluate your engagement strategy in a productive and revenue-driven way.Continue Reading
In this blog, we're looking at referrals and customer feedback as tools to enhance the customer experience and drive more revenue for optimized return on investment.Continue Reading
Whether your facility has been closed for over a year or you have been at a significantly reduced capacity, it's time to start to prepare for a full-scale return to the office for many employees across North America.Continue Reading
Understanding the employee and customer sentiment as it relates to health, safety and cleanliness of facilities will be a determining factor in understanding the level of confidence people have about the overall reopening strategy of your organization.Continue Reading
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