Culture Versus Strategy – There’s No Contest!

When it comes to success in your business, which is more important, culture or strategy? Truth is, it’s not even close. Culture wins out by far. Culture has to do with defining, communicating, and living your company’s purpose and core…

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Feedback is a Gift

Feedback is a Gift Customer complaints are the schoolbooks from which we learn. – Unknown Constructive criticism. Positive feedback. Redirection. Appreciation. Whether it takes on a positive or negative tone; if it’s said in person or via Social Media, customers will…

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Three Insights to Achieve a Great Experience for All Types of Customers

Three Insights to Achieve a Great Experience for All Types of Customers   Post by Chad Burkholder, Senior Vice President of Optum Customer Care Operations When was the last time you were completely delighted by the service you received?  What…

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Three Ways to Ensure Your Customer is Heard

Three Ways to Ensure Your Customer is Heard By Stephen Shander Chief Customer Officer, North America SAP Empathy. I cannot understate the importance of this. In any and all customer interactions, it is something I live by—and something you should,…

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Core Company Values

“AmurEF recently rolled out our Our Core Values in several creative ways to all of our employees working in remote offices and homes across the United States. This was in correspondence with the upper management emphasizing the importance of having a…

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chatbots – Combining Talent With Tech To maximize Customer Experience

chatbots – Combining Talent With Tech To maximize Customer Experience                        by Kymberlaine Banks kymberlaine_banks@telvista.com and Carlos Alas carlos.alas@telmex.com The always-on, mobile, social customer is creating a new set of higher expectations for…

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