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Creating a memorable, compelling brand experience demands strong coordination across the call center is an integral part of establishing the brand. Managers need to ensure that consistency and quality are promoted throughout the extended support environment...

Managing all your social accounts can be a task. A few years ago an all in one social engagement tool would have been hard to recommend. Now that major social platforms have matured a bit these “all in one” social management tools are closer to being...

Forrester’s senior analyst focused on customer loyalty, Emily Collins, released a September 2015 report entitled ‘The Loyalty Program Participant Profile‘ which provides an array of survey insights and sentiments from loyalty participants across the...

David had come to the end of his rope. His once-promising business venture – into which he sunk not just his money, but funds from friends and family — was sinking into quicksand because he had failed to take the most basic steps to make "user experience...

Household brands bearing the “Made in America” tag were in big trouble in the mid-1980s. Shivers ran down the spines of Detroit automakers as efficient Japanese models filled the U.S. highways. Sony Walkmans, Nintendo and Atari video games were on everyone...