News & Insight

Archives: October, 2018
Using the Science of Dialogue to Improve Customer Satisfaction in the Retail Industry Disruption is the name of the game in today’s retail industry. Digital retailers are merging with physical stores to reinvent the retail business model. Brick-and- mortar retailers are, in turn, offering innovative in-store experiences to attract more customers away from competitors. Read More
Finding Your Social Voice – Tips from Our Social Media Expert In today’s digital, social and interactive world, consumers want access to companies on their own terms. While phone and web channels remain vital to cus­tomer service, consumers are increasingly seeking assistance through social communi­ties. Whether adding a compliment to a brand’s Facebook wall, tweeting about a negative customer experience, or posting a customer service question through a user forum — the social consumer now controls the conversation. But marketers aren’t... Read More