I recently came across a powerful quote from my friend Lorie Guest that made me stop and think. She said, “Leaders often believe that if they hire good people, their employees will know how to treat ...

When you look at what separates the leaders who thrive from those who merely survive, one thing stands out above anything ...

(By Pat Bryson) I have the privilege of working with some very good sales staffs. Over the years, we have progressed from learning the basics to polishing our diamonds. One of our latest initiatives ...

Business-to-business (B2B) customers today want the same speed, simplicity and convenience they’ve grown to love from their experiences with business-to-consumer (B2C) companies. Sounds simple, but it ...

(By Pat Bryson) In our last article, we spoke about creating good customer service for our listeners and our advertisers. Today I want to continue with the next level in our relationships with our ...

Customer experience is no longer just a part of your business—it is your business. In a world where expectations are higher than ever, overlooking the importance of delivering excellent service can be ...

Discover how top brands create unforgettable customer service experiences that enhance loyalty, build trust and keep people coming back for more. At the heart of this experience are common triggers ...

Jargon about “personalizing content” or “unifying digital experience” speaks to technique, not the substance of an experience. Time to get real in CX. There is a terminology arms race in customer ...

It’s often said that accounting is the language of business—and that language is typically numbers and data. But for some firms, serving their customers goes beyond crunching numbers. They want to win ...

When talking about user experience, we often focus exclusively on customers. But developers are users, too. In fact, the developer experience is a critical driver of business value, directly affecting ...

Value stream management involves people in the organization to examine workflows and other processes to ensure they are deriving the maximum value from their efforts while eliminating waste — of ...

HARTFORD, Conn.--(BUSINESS WIRE)--Watermark Consulting has released its latest cross-industry Customer Experience (CX) ROI Study, along with several sector-specific editions focused on the Airline, ...