Beth Benjamin

Most companies recognize the importance of great customer service and the importance of rewarding employees for great performance. Put these two things together, and it makes sense for companies to tie the size of their employees’ paychecks to the ratings they receive on customer satisfaction surveys. A full 43 percent

Most companies recognize the importance of great customer service and the importance of rewarding employees for great performance. Put these two things together, and it makes sense for companies to tie the size of their employees’ paychecks to the ratings they receive on customer satisfaction surveys. A full 43 percent

Big Data. Unstructured Data. Hundreds, thousands, millions of customer comments. Sound familiar? Wrapping your head around thousands if not millions of customer comments and pieces of feedback, let alone what to do with it, is a familiar challenge for CX professionals. The good news is that technology can help you

Big Data. Unstructured Data. Hundreds, thousands, millions of customer comments. Sound familiar? Wrapping your head around thousands if not millions of customer comments and pieces of feedback, let alone what to do with it, is a familiar challenge for CX professionals. The good news is that technology can help you

Think about the last time you made a purchase. Did you first browse on your phone, check back in at home with your tablet, and finally go back to your cart when you were on your phone again? And what happened when the purchase didn’t work out? Did you go

Think about the last time you made a purchase. Did you first browse on your phone, check back in at home with your tablet, and finally go back to your cart when you were on your phone again? And what happened when the purchase didn’t work out? Did you go

Many CEOs hope to boost their companies’ competitiveness and long-term success by improving the customer experience they deliver. What they don’t always recognize is the importance of building executive and organizational alignment. Without the buy-in of senior leaders across departments, creating a successful customer experience initiative can be especially challenging,

Many CEOs hope to boost their companies’ competitiveness and long-term success by improving the customer experience they deliver. What they don’t always recognize is the importance of building executive and organizational alignment. Without the buy-in of senior leaders across departments, creating a successful customer experience initiative can be especially challenging,

A version of this article was originally published at Loyalty360 on April 1, 2016 Remember a world without the Web? Smart phones? Social media? If you’re a Millennial, you probably can’t. As the first “digital natives,” this generation’s worldview has been radically shaped by the rapid evolution of new, game-changing

A version of this article was originally published at Loyalty360 on April 1, 2016 Remember a world without the Web? Smart phones? Social media? If you’re a Millennial, you probably can’t. As the first “digital natives,” this generation’s worldview has been radically shaped by the rapid evolution of new, game-changing

A version of this article originally appeared in Hotel Executive on March 7, 2016. As the use of social media becomes more pervasive, its impact on businesses becomes more significant. Digital conversations about your hotel are taking place all the time, and if you’re not engaging in that dialogue, it’s

A version of this article originally appeared in Hotel Executive on March 7, 2016. As the use of social media becomes more pervasive, its impact on businesses becomes more significant. Digital conversations about your hotel are taking place all the time, and if you’re not engaging in that dialogue, it’s