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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…
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Finding a Competitive Edge

Every business is either looking for a competitive edge, or should be. Competition, regardless of industry, is perhaps at its highest level ever, especially given the online presence that most companies now have. In years past, two pizzerias on opposite sides of town might have been scarcely aware of one another; these…
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A Year Later

It’s hard to believe a year has passed since the President declared COVID–19 a National Emergency. Almost none of us back then had any guess as to the kind of year we were in store for, as we all faced lockdowns, shutdowns, shelter-in-place orders, social distancing mandates, reduced occupancy edicts,…
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What’s the Difference Between a Mystery Shop and a Feedback Survey?

When we’re first approached by prospective new clients, we often hear that they’ve already tried conducting feedback surveys in the hopes of understanding their customers’ viewpoint. This is actually great since it demonstrates the natural interest we should show for the quality of the customer experience, especially as we hope…
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