12 Dec 2018

Are seasonal peaks still souring your festive season? More tips to consider for 2019

This article is a continuation of one I posted last week regarding preparing now to better handle spikes in volume during next year’s peak seasons. After thinking about the strategies I mentioned in my first post on combatting seasonal peaks, I may have left the best for last. The way you respond to call volume…

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12 Dec 2018

Challenges with your seasonal peaks? Tips for better CX next year

Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. There’s a reason for that: In 2017, holiday retail sales were estimated to account for $680.4 billion – as much as 30% of retailers’ annual sales. One-third of your year, captured within a six-week time frame. January, June, and July…

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12 Dec 2018

What your customers want from loyalty programs

When was the last time you heard someone gushing about a loyalty program – outside of an annual report or an investors’ conference? Customers today are more demanding than ever before as loyalty programs become part of the nondifferentiated status quo. Flo Lugi, non-executive chairman of the Global Hotel Alliance, sums it up here: “Most consumers…

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