Smartphone Use Gaining Ground in the US

Smartphone Use Gaining Ground in the US

According to some recent polling and research by CNN.com, 82 percent of American adults now have a cell phone. Of those, 17 percent are smartphones. Of the multitude of features our cell phones have, text messaging is the most popular, with 57 percent of cell phone...
Customer Experience Success Stories? Share Them!

Customer Experience Success Stories? Share Them!

How many times have you said, “That was great customer service!”? Probably more than you think. It’s just that we rarely relish in it because we expect it. And well we should. However, we should also share that positive experience by letting companies and their people...
Why Quality Matters

Why Quality Matters

Imagine you are driving down a familiar road, just as you have done a thousand times before and surprise, a tractor-trailer emerges from a side street directly in front of you! Your survival instinct causes you to stomp on your brake pedal – but to your dismay...