At its core, frustration is a gap. It is the gap between what a customer expects to happen and what happens. The larger the gap, the stronger the emotional response. Most businesses think they are competing on service quality. They are competing on expectation management.
Articles about technology trends, best practices, and more.
Just because a campaign is creating a great deal of interest doesn’t mean that every opportunity will result in a completed gift.
The difference between people who are interested and those who convert is generally not caused by a single major setback; it results from several minor failures combined.
Halfway through the year is a valuable time to pause, review performance, and course correct before small issues become year-end problems. For nonprofits, associations, and membership organizations, this mid-year window…
At ACD Direct, service has always been at the heart of what we do. We are proud to announce our official certification as a Service Disabled Veteran Owned Small Business…
As summer approaches, out-of-office messages are being prepared, schedules are being cleared and contact center managers may find themselves grappling with the impending challenge of stepping away from their roles….
Most organizations think customer churn begins with a cancellation. In reality, the decision to leave is often made weeks or even months before a customer takes action. The cancellation itself…
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