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For any organization that's dependent on teamwork and employees pulling together (by which mean every organization), feedback is critical. While feedback should be given and received on an ongoing basis, employee performance reviews offer an especially valuable opportunity for improvement. Strangely, the inability to know what to say or write…

Need a pick-me-up? This quick read offers a few suggestions on how to make the most of found time while lifting your spirits. Since the beginning of the COVID pandemic in the US, sparrows in San Francisco have started to sing a "sexier" tune. According to a recent study of…

What? Feedback is feedback, right? Well, yes, but what you do with it is what makes it closed loop. Closed loop feedback means that you actually respond to the feedback. You probably already read and analyze customer feedback. Maybe you even take steps to improve the customer journey based on…

Why care? Organizations spend billions of dollars every year on digital technology apps that accumulate, dissect, and evaluate the Big Data around markets that involve customer experiences (CX), customer journeys, and customer journey mapping. Thrown into the mix are market segmentation and its numerous versions (i.e., demographic, psychographic, etc.), converging…

Providing an excellent customer experience (CX) is key to running a successful business. 73% of consumers say a positive experience influences where they make purchases, while 32% will stop interacting with a brand after a negative experience. It’s no longer enough to pull in new customers—instead, you need to maintain…

What are customer service skills? Every business today that’s into making the customer experience (CX) as perfect as possible, cannot ignore customer service. It's inescapable as an operational division and reference for so many touchpoints in the CX journey. When you want to return goods or inquire about a promotion,…

Don’t get us wrong – we totally love feedback. What we don’t love, though, is feedback that’s disregarded, second-guessed, or just totally ignored. Why bother asking questions or seeking feedback if you’re not going to do anything with the responses? By now, you get it: You need to close the…

It’s important to tackle inefficiency in any work environment. If not corrected, it can quickly lead to irreversible business difficulties. But for businesses that transitioned to remote working during lockdown, managing inefficiency brought a whole new challenge. Recent research has shown that almost 90% of workers would like to continue…

How does your day start? Do you pick up your smartphone and scroll through social media sites? Do you look up the weather or go to Google Maps to see if traffic is a mess? For those who eschew digital devices first thing in the morning, there's still some point…

You’ve heard it countless times, but I’ll say it louder for the people in the back: Customer experience should be a priority. Think it's not worth the investment? One dollar invested in CX is expected to receive a $3 return on investment. That alone should be enough for you to take a second look…

100 Useful Phrases for Employee Performance Reviews

Recycling Your Commute: Making The Most of Found Time

Round Out Your CX Program with Closed Loop Feedback Management

The Best Ways to Collect Customer Feedback

8 Do’s And Don’ts of Live Chat Support

Customer Service Skills in 2020 and Beyond

Meet SogoConnect: The Basics

How to Manage Inefficiency with Remote Workers

How Tracking Your Personal Data Really Adds Up

Crash Course: Key Driver Analysis