Real Money

Extraordinary Customer Experiences = Real Money. How are you outpacing the competition? Forrester Research correlation of its Customer Experience Index with stock market values found that over time delivering consistently good customer experiences generates higher multiples and greater enterprise value. By starting with the simple fixes and later tackling the big, complex customer issues represents…

Fearsome Front Line

Empowering employees takes considerable effort, but is worth getting right because employees are often the primary point of customer contact, employment costs are typically one of the largest business expenses, and experienced, productive employees are valuable assets. By selecting employees with the right temperament, providing them with the knowledge, skills and techniques to perform to…

Customer Experience

It’s how customers perceive their interactions. Most importantly, it is the single greatest predictor of whether customers will return – or defect to a competitor. Customers expect seamless cross channel integration to initiate transaction in one channel (branch, store, online and phone) and complete it in another without having to repeat themselves. Tomorrow’s winners will…