Overcoming Obstacles [TED Inspired]

I came across this article on LinkedIn, Just Keep Swimming Part 1: Obstacles, about getting over burnout. Scott Hooks was inspired by Diana Nyda's record-breaking swim from Cuba to Flordia. Unlike Soctt, I'm not an entrepreuner. I don't run a startup. But I do understand that burnout feeling at the...read more

Customers Keep No Secrets

In this day and age, customers keep no secrets—word spreads like rapid fire, fueled by social media and technology. A 2013 Customer Rage Study found that since 2011, the percentage of dissatisfied customers who rant about poor customer service on social-networking sites has almost doubled, from 19...read more

Jumping for Joy: It's All About the Experience

It’s all about the experience. First class resorts, restaurants, and even some amusement parks know this truth. Other companies, USAA comes to mind, also understand that it is mission critical to create a consistently positive customer experience across all touchpoints. This includes the “user...read more

5 Things Customers Want to Hear in 2014

It’s 2014! Let’s start off the year doing what we should be doing all year round – making our customers happy! What customers really want is help: when they want it and when they need it. Don’t make customers seek out answers to problems or questions on their own. Be there and make it easy on them....read more

Top 15 Blog Posts of 2013

I can’t believe 2013 is almost over! There are so many great blogs that we’ve posted over the past 12 months, that I wanted to keep up with tradition and give all of our readers a recap of the most popular blog posts of 2013! Enjoy! Samples at Random Sometimes being random is exactly what your...read more

Webinar Q & A: The Value of Employee Engagement on Customer Metrics

On Thursday, we sponsored an eWorkshop about the value of employee engagement on customer metrics with Demand Metric. We had great quetsions come in that we unfortunately did not have enough time to get to, but have answered below! If you missed the eWorkshop or would like to watch it again, the...read more

Registration is Open: The Value of Employee Engagement on the Customer Experience

Business leaders agree that employee engagement is an important issue, but now more than ever, they’re starting to realize that an engaged, satisfied staff impacts more than just workplace culture. I’m excited to announce that Cvent is sponsoring a Demand Metric eWorkshop, ‘The Value of Employee...read more

3 Types of Employees & 4 Ways To Curb the Not-Engaged and Actively Disengaged Problem

Employee engagement (or lack thereof) has been a popular topic of conversation recently, as this issue is not something companies can afford to take lightly when 70% of Americans don’t show up to work committed to delivering their best performance, according to Gallup. I’ve wrote about the poor...read more

34 Ways to Increase Customer Survey Response Rates

Every once in awhile, it's a good idea to step back and examine our response rates. Here are a few ideas to get you started.  Switch up your subject lines Change the from name Check in on the ease of use of your survey Shorten your survey Tell people how long your survey is in the email (and don't...read more

5 Customer Service Lessons from United

I tend not to plan my "entertainment" very well when I fly somewhere. I always have things to do on the flight (writing this for example), but not for the first or last twenty minutes when all electronic devices must be stowed. Thus, I'm left with no other option than to flip through Sky Mall...read more
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