September 25, 2018 / by Malcolm Stone / Customer Experience
Does this sound familiar? You call someone, leave a voice mail and later they say they never got your message. Between friends, this is something that’s usually shrugged off and you move on. However, if it’s your customers that are trying to call you, the ramifications are more serious. Even with the multitude of options […]
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5 COVID-driven, Customer Experience Changes Businesses Should Carry Over into 2021
January 31, 2021 / by Malcolm Stone / Customer Experience
Summary: Since COVID-19 became part of our everyday lives in 2020, local businesses have had to make significant changes regarding the customer experience in order to keep their doors open. While the new year offers hope for a return to normal, the reality is that many of these changes will continue. Introduction 2020 is a […]
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‘Tis the Season for a Great Holiday Online Reputation Plan
November 21, 2018 / by Malcolm Stone / Customer Experience
As another holiday season arrives, businesses are busy planning to deal with the surge in customer traffic that comes with this joyous time of year. And, with 71% of consumers preferring digital channels as the starting point of their holiday shopping journey, it’s more important than ever for businesses to make a good online first […]
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Make Sure Your Customer’s Calls Aren’t Going into a Black Hole
September 25, 2018 / by Malcolm Stone / Customer Experience
Does this sound familiar? You call someone, leave a voice mail and later they say they never got your message. Between friends, this is something that’s usually shrugged off and you move on. However, if it’s your customers that are trying to call you, the ramifications are more serious. Even with the multitude of options […]
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