9
Jul

Why Small Business Is Well Positioned to Build Customer Loyalty

In the eyes of customers, big might equal power but it doesn’t necessarily equal loyalty. That was the main takeaway from an infographic created by SCORE, a non-profit organization that educates and mentors small businesses. Research into customer satisfaction and loyalty trends found that small businesses, in general, were more responsive to customer concerns than …

9
Jul

Millennials and the Weight of Great Customer Expectations

With the world at their fingertips, millennials can’t be blamed for having high expectations. It’s not just about technology, though technology does lie at the heart of it. In terms of customer experience management, at least, it’s about agility – specifically, how quickly and effectively brands can right a wrong, or whether they can improvise …