Five Key Strategies for Flawlessly Executing Organizational Change

Five Key Strategies for Flawlessly Executing Organizational Change

By Cody Simpson

April 6, 2016 - You are about to launch a major new initiative that will have a significant impact on the future of your business. After thorough research and analysis, an infrastructure and process has been approved that screams success. The final piece of the puzzle is communicating and socializing this plan throughout your organization.

Executing change with a results focus means taking things from launch to normalcy. This requires five distinct strategies:

How Texting Impacts Service and Support in Your Organization

How Texting Impacts Service and Support in Your Organization

By Gigi Peccolo

March 15, 2016 - Today’s customers want to engage with your business on more and more channels. In fact, a recent study by NICE Systems and BCG found that customers use an average of 5.6 channels to contact a company. And one of the channels they’re using is text messaging, a channel that’s been on the rise in recent years. A 2015 study from Pew Research found that despite the popularity of mobile apps, texting is the most-used app on smartphone.

Texting for Customer Service

When it comes to customer service, a 2014 Harris Poll Study found that 64% of customers would rather text than call for customer service. The aforementioned NICE study also found that texting is the highest-rated channel in terms of quality of experience, beating out other digital channels, as well as traditional service channels like voice and IVR.