Consumers Value Relationship Over Product Innovation

I want you to take a moment and think about your favorite brand. What makes you stay loyal to this particular company? Is it because its marketing messages resonate with your personal goals and interests? Or perhaps it’s due to the quality of customer care exuded through these messages. After all, customer care goes beyond … Continued

How Word-of-Mouth Can Make or Break Your Contact Center Success

When a consumer has a great experience with a brand he or she is likely to tell friends and family about the experience, as well as recommend the business, therefore generating more leads via word-of-mouth. In fact, the American Express Global Customer Service Barometer revealed that 42 percent of consumers are most likely to try … Continued