Bob Casey | 7 MIN READ Albert Einstein is credited with saying that “the most powerful force in the universe is compound interest.” The most powerful force in software businesses is revenue retention. High revenue retention rates create extremely valuable businesses, given that in a business with 100% revenue retention, each new sale provides pure...
Read moreHave you ever had a bad customer experience? Whether you were put on hold forever, dealt with an incompetent representative, or continued to experience poor service due to unresolved issues, these are all common blunders in the customer service industry. When the customer experience is less than your best, businesses lose big and it can...
Read moreWith initiatives like upstream and AMP along with general consolidation of Multiple Listing Services (MLSs), it's clear that the real estate industry is rapidly changing to keep up with the pace of the market. Consumers and brokers alike have high expectations of MLSs. When asked, 57% of MLSs believe that consumers are driving change, according...
Read moreCustomers make the world go round. If you haven’t figured it out by now then you’re behind the eight ball. Businesses are being challenged to give customers what they want, when they want. And, if one company doesn’t meet their needs, customers are passing the almighty dollar to another more worthy vendor.
Read moreIt’s no secret – every company wants to improve profitability, but keeping customers satisfied is a major part of the equation. And with the array of competitive options available to consumers, businesses are challenged to retain and engage customers. One delay on a support ticket reply can cause a customer to bail ship and try a competitor...
Read moreThe secret is out: 2018 has been declared the “Year of the Customer” — and there is a list of surprising statistics about the customer experience to support this claim. Though people pleasing always has been a fundamental truth of business, it’s no longer acceptable to shout that tired, trite saying, “the customer is always...
Read more“The single biggest driver of business impact is the strength of an organization’s learning culture,” said Josh Bersin of Bersin by Deloitte.
Read moreIt may not be news, but mobile is everywhere. “Mobile First” is impacting life (and learning) as we know it.
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