What it takes to make loyalty pay offIn some countries, banks made progress in earning customers’ loyalty during 2013, as indicated by a rising Net Promoter ScoreSM (NPS®). But Bain...

Customer feedback is mostly associated with satisfaction or service quality surveys; however, this outlook emphasizes costs rather than the real benefits of knowing consumers’...

Innovation

In the last few years, the use of a single concept has been massively increasing in the business world. A concept that includes all industries and is present in many statements of...

Innovation

It has been debated by many that branding has no importance in business-to-business marketing because b2b companies focus on making their product portfolio more reliable, fastened and...

Fully understanding the meaning of engagement and its application in the Customer Service Area is one of the main building blocks that motivates our entire team toward the development of...

Queue Management

Today, the major challenge companies face is long queues and undefined waiting times causing frustration and anxiety. This problem affects the customer feedback but also the agents, which...

Corporate Social Responsibility

No longer is the term ‘Corporate Social Responsibility’ a peculiar term amongst businesses. Corporate social responsibility is about the amalgamation of social, economic, and environmental...