Inside a Starbucks store

How To Work From Home… From Starbucks

With so much confusion about retailers closing, then reopening, then re-closing, it’s difficult for the industry to stay top-of-mind with customers. Indeed, companies across industries are challenged with how to talk about COVID-19 without pandering or repeating what’s already been

Benco Centerpoint Experience

How To Respond To Customers And Employees During A Pandemic

The COVID-19 pandemic has affected virtually every business in the world. Crisis plans and business continuity plans were ripped up by the end of March as companies struggled with keeping their employees on the payroll and their businesses from failing.

out of stock

Why Business Continuity Planning Just Became The Most Important Thing

Toilet paper. Paper towels. Clorox wipes. Hand sanitizer. Masks. These are all items that have been in short supply at one time or another since the COVID-19 pandemic began. Now that we’re past the initial stages of fear and fighting

Why Customer Experience Matters Most In A Time Of Crisis

We are in unprecedented times. Even the best crisis and business continuity plans are likely being tested right now. Some businesses, like my chosen career path of public speaking, have ground to a complete halt. But this is not the

Shep Hyken

What Is The Difference Between Customer Service And Customer Experience?

    Shep Hyken is the Chief Amazement Officer of Shepard Presentations and a customer service and customer experience expert. He is a National Speakers Association Hall of Fame speaker and a New York Times and Wall Street Journal best-selling

Brain image Artificial Intelligence

The Do’s and Don’ts of Customer Service Automation

Guest post by Daryna Lishchynska With so many tools available, it may be tempting to throw customers to a fully-automated customer service system. But doing so may make them feel alone and unappreciated, so using customer service automation is a

Positive Customer Experience Examples Are More Shareable, Study Says

A recent study by business process outsourcing company Sitel Group uncovered a startling statistic about the relationship between customer experience and social media. It found that while 30% of consumers who have had a negative customer experience say they would share it on social media or

cartoon of young workers on devices

4 Ways to Revitalize Customer Loyalty With Artificial Intelligence

Guest post by Dhruv Mehta Image Source It seems that every business today is talking about how AI (Artificial Intelligence) can impact data-driven customer marketing and brand loyalty. Businesses have been quick to respond to its adoption, with 37% of

leaky bucket blog

What To Do About Your Company’s ‘Leaky Bucket’

So much of marketing today is hit or miss. Imagine an archery target, with tons of holes all over the surface along each of the rings. A few hit the bullseye, but most don’t. This is often the “going viral”

Customer service books

The Best Books And Board Games For Staying At Home

In order to encourage people to #stayathome during the COVID-19 pandemic, I’ve compiled a list of my favorite books, board games, and household necessities for you to peruse. I’ve launched my own Amazon Storefront which will be continually updated. Please