SCAM ALERTS
(406) 586-3036
FREE PHONE SHOPS

Bridging the Gap Between Perception and Reality

We’ve long extolled how the Customer Experience (CX) is your business’s most important product, and that no matter how good your actual goods and services are, a poor CX will doom your business. Most business owners, CEOs, and managers agree, but many have deluded themselves into believing that their businesses…
VIEW FULL POST

Teamwork Makes the Dream Work

Teamwork is the glue that holds your company’s culture together. Its importance can’t be overstated, as it’s not just about individuals working alongside one another happily: it’s about harnessing the collective strengths to achieve your common goals. Synergy requires interpersonal chemistry to drive innovation, productivity, and overall success. Consequently, these…
VIEW FULL POST

A Seamless Experience

This is the final part of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll consider the rising importance of item five on his list of predictions, “Convenience Rules.” Hyken tells us, “Prior to the pandemic, convenience…
VIEW FULL POST

Make ‘Now’ Your Business

This is part four of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll take a look at item four on his list of predictions: “Customers Want It Now.” Hyken explains that customers are becoming less patient…
VIEW FULL POST

A Force for Good

This is part three of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll take a look at the next prediction on his list: “Social Cause Increases Customer Satisfaction.” Hyken explains, “43% of consumers believe it’s important…
VIEW FULL POST

The Employee Experience Matters

Continuing our in-depth look at customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” let’s consider his prediction that the employee experience will be just as important as the customer’s. Buzz, Buzz, Buzz The customer service industry, just like everything these days, is…
VIEW FULL POST

Customers Are Getting Smarter

Earlier this year, customer-experience expert Shep Hyken posted an article titled “Top Customer Service and CX Predictions and Trends for 2024”, in which he distilled his five favorites. These include his belief that customers will continue to get smarter, that the employee experience will be just as important as the…
VIEW FULL POST

The Paradox of Skill

One phenomenon that often goes unnoticed in the business world, and yet lurks within the fabric of every company, is the paradox of skill. This paradox manifests when highly skilled employees perform their tasks with such finesse that their expertise becomes nearly invisible. Their proficiency makes the complex seem effortless,…
VIEW FULL POST

Moving Beyond the Carrot and Stick

Employee management is an ever-evolving practice, one where expectations and effective solutions continue to change. For a long time, managers have relied upon rewards and punishments, upon carrots and sticks, to control their employees. However, more and more employees are responding negatively to this philosophy, and thoughtful leaders are now…
VIEW FULL POST

Recent Comments