3 Questions With Ryan Stewart: Chat In The Contact Center
"As contact centers push to shrink cost and increase efficiency in light of increased consumer...
Market Force Blog
Welcome to the Market Force Customer Experience Management blog.
How An Optimized Service Profit Chain Can Increase Performance
The Service-Profit Chain is a theory and business model evolved by a group of researchers from...
The Importance of Monitoring Online Reviews for CX
Experiences no longer happen in vacuums, which means what happens to one customer can easily be...
3 Ways To Use Cameras And Beacons To Audit Customer Experience
The plethora of data can be overwhelming. How can you find the ROI in your camera, beacon, and...
Effectively Manage Social Media Reviews And Improve Results
We can all agree that social media reviews need to be handled, so how do you best go about it? Here...
Using Customer Experience Analytics To Predict Fuel Sales
Using the power of customer experience analytics and sophisticated causal financial modeling, the...
Our Wireless Carriers: What We Love And Hate
So what kind of customer experience do the wireless carriers provide—and what do we love and hate...
Are Apparel Retailers Delivering An Experience That Inspires Loyalty?
This week Market Force will release its fashion retail industry research. Consumers have given us...
Is Your Menu To Blame For Declining Customer Satisfaction Scores?
The art of asking the right questions, and engaging a critical mass of customers is a great way to...