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Friday Insights: Phone’s Not Dead: And Here’s Why

INSIGHT #6: Phone's Not Dead: And Here's Why So, you think today’s tech-savvy, digital-minded consumers are abandoning the phone in favor of digital outlets only? Not so fast, my cyber-centric friends. Although today’s shopper uses more channels to connect with... Continue Reading →

It’s Not What You Say, It’s How You Say It.

Research shows that 87% of people’s opinions are formed based on the tone of our voice, while only 13% is based on the actual words we use.     So what does that mean for your organization? Uhhhhh…a lot? Yeah,... Continue Reading →

Friday Insights: Keep Things Fun

INSIGHT #1  Keep Things Fun. If there's one thing we all know, work is not supposed to be fun. Or is it? According to a recent study by research firm Rare, fun is a key loyalty driver in the consumer... Continue Reading →

7 Ways to Brand-Obsessed

Yes, we admit it. We have a problem. We’re obsessed with exceptional customer care. This week, we sat down and asked ourselves, “What is it that makes great customer service great…er?” Well, after copious amounts of coffee and a wall... Continue Reading →

Information Overload – The Paradox of Choice

Business decisions, rocket science, and understanding the difference. Part 4.  |  How else are we supposed to get the attention of potential customers unless we overwhelm them with information and communication about that information on a constant, and overwhelming, basis?... Continue Reading →

Good Customer Service Costs Less

Business decisions, rocket science, and understanding the difference. Part 3.  |  “Good customer service costs less than bad customer service.” – Sally Gronow OK, we’ll admit it, we’re not big fans of pithy little quotes. So here’s another: “The customer’s... Continue Reading →

Are You Collecting the “Right” Data?

Business decisions, rocket science, and understanding the difference. Part 2.  |  Are you collecting the “right” data? Data doesn’t need to be a dirty word. In fact, stop thinking of it as useless numbers, and spreadsheets, and reams of paper... Continue Reading →

Business Decisions, Rocket Science, and Understanding the Difference.

Business decisions, rocket science, and understanding the difference. Part 1.  |  Have you ever heard the one definition of insanity that goes something along the lines of “doing the same thing over and over again, and expecting a different result.”... Continue Reading →

5 Challenges to Effective Communication

In today’s highly-digital landscape, communicating is difficult. Common context has diminished, if not segmented, and is often inadequate for clear communication. “Good communication will meet the recipient where they are and bring them to a common understanding of what you... Continue Reading →

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