Traditionally customer service has been viewed as a resource for problem solving, yet surveyed consumers indicate that interacting with company representatives is always an opportunity to build a long-term relationship. Exceptional customer service fosters long-term...

I often preach that a person’s favorite sound is hearing his or her own name. That remains true, however even more personalization in customer interactions significantly increases the chances of continuing or earning brand loyalty. Other personalizations include...

AI is making a storm in many different industries, including customer service! If your organization is considering utilizing AI to improve the customer experience, consider the following - 1. AI can’t replace human connection. Have you ever heard a customer distressed...

Hey folks, I just had to share my recent experience staying at the Albuquerque Marriott Pyramid North. Buckle up, because it's a bumpy ride. So, picture this: I'm in town for a conference, excited to soak up some knowledge. I hop in an Uber from the airport to the...