Contact Us

Guest Contributor

Global Survey Shows Involving Customers Still An Afterthought

Leave a Comment / Customer Service /

A new Forbes Insights/American Society for Quality (ASQ) survey conducted in 2014 shows that while many companies solicit customer input, few really involve customers aside from simply receiving their surveys and complaints. Companies that genuinely involve customers are twice as likely to have world-class quality. This finding raises three questions: What is the difference between analyzing customer […]

Global Survey Shows Involving Customers Still An Afterthought Read More »

SoLoMo Marketing: How to Combine Social Media, Targeting and Mobile to Engage Customers

Leave a Comment / Customer Experience /

A surge in smartphone and Internet use has changed the way companies connect with consumers in a huge way: businesses can now gather an unprecedented amount of data on their customers from a greater number of sources and at a faster rate than ever before. For marketers, this means that gone are the days of

SoLoMo Marketing: How to Combine Social Media, Targeting and Mobile to Engage Customers Read More »

7 Tips for Distributed Customer Support Success

Leave a Comment / Customer Experience /

The digital revolution is causing a sea of change in how organizations are building their customer support teams. Technology is removing geographical barriers that have traditionally restricted talent sourcing to local markets, enabling businesses to build flexible, distributed teams of top agents around the globe. Through this approach, companies are literally gaining access to a

7 Tips for Distributed Customer Support Success Read More »

At Your Service

Leave a Comment / Customer Service /

How TriHealth’s Bethesda North Hospital Learned to “WOW” Patients  TriHealth is the integrated healthcare system that formed as a partnership between Good Samaritan Hospital and Bethesda Hospital, Inc. TriHealth is a full-service, nonprofit health system that provides a wide range of clinical, educational, preventive and social programs. Established in 1995, TriHealth is one of the

At Your Service Read More »

Ready, Set, Grow: How to Scale Your Customer Service Team

Leave a Comment / Customer Service /

In this age of real-time Tweets and Facebook rants, delivering a stellar customer experience is an integral piece of growing a business, building a brand and inspiring lifelong customer loyalty. Maintaining delightful service — particularly as your business grows — can be equally as important as delivering a great product. Whether your customer service team

Ready, Set, Grow: How to Scale Your Customer Service Team Read More »

FBI Contracting Wins Pulse of the City News Customer Satisfaction Award

Leave a Comment / Service Champions /

Earning the highest rating of 5 stars for customer satisfaction, FBI Contracting is among New Hampshire’s most recent Pulse of the City News honorees. Concord, New Hampshire: Pulse of the City News recently announced winners of its Pulse of the City News Customer Satisfaction Award for providing outstanding customer service, and FBI Contracting LLC was among

FBI Contracting Wins Pulse of the City News Customer Satisfaction Award Read More »

Choosing CRM Software: Beyond Customer Care

Leave a Comment / Technology /

In recent years, customer relationship management (CRM) platforms have become essential to any customer care specialist looking to deliver excellent service or support. However, not everybody realizes that a correctly implemented CRM system can do much more than manage customer service for a business. It allows organizations to harness the power of their customer data

Choosing CRM Software: Beyond Customer Care Read More »

Execution is Critical to the Customer Experience

Leave a Comment / Business, Leadership, Strategy /

In any industry, and given identical market conditions, there are always five percent of companies that outperform the competition. They’re not lucky; they are simply better at planning and executing. Having solid systems in place for both garners measurable results in terms of employee engagement and customer experience — and therefore your bottom line. Is

Execution is Critical to the Customer Experience Read More »

5 Ways Brands Can Take Social to the Next Level

Leave a Comment / Customer Experience /

The influence of social media needs no introduction. Consumers now demand that their complaints be acknowledged and resolved quickly. In fact, most consumers would rather solve an issue online than through traditional methods. The shift to social media for these practices is the basis of social customer relationship management. Businesses are turning to social media

5 Ways Brands Can Take Social to the Next Level Read More »

Stirling Center for Excellence

Interested in becoming a Service Champion?

Contact Us