At the heart of every successful CX program lies the VoC program, and when they combine, the sky’s the limit. But building a successful VoC can prove to be a challenging task. By following a few proven best practices, you can leverage the power of VoC to enhance your...
The owners and managers of hospitality businesses should be familiar with the three types of media present in advertising: owned, paid, and earned. Owned media includes forums owned and controlled by your company such as your website or blog. Paid media involves any...
Orienting your business towards meeting and exceeding customer expectations is a primary concern for every enterprise. Not only does doing so help to create brand differentiation and customer loyalty, it allows businesses to anticipate trends and remain relevant. For...
Several operational, technological and process innovations have leveled the playing field in most industries. Size and scale no longer necessarily guarantee market share. Customers have more avenues to indulge in comparative buying and are more likely to investigate...