How to Control Your Customer Satisfaction Scores

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We tend to measure customer satisfaction after the customer experience has already happened.  But that isn’t when the opinion about the experience is really created. Customer experiences are actually created long before your customer ever reaches your doorstep.  They often start with impressions and perceptions created when your potential customer interacts with friends and colleagues […]

Bringing an Online Experience to the Offline World (VIDEO)

Few things have changed the way we behave as a culture over the past several decades as dramatically as mobile devices. Now nearly ubiquitous, Internet-connected mobile devices (smartphones in particular) conveniently place the entire world in our pockets, not only keeping us connected with our family, friends and peers, but keeping us connected to the world […]