All posts by Becky Roemen

A Love Letter To Randy

Randy did everything right by being friendly, knowledgeable, and putting me first by ensuring I got the best possible deal. He started a dialogue, sought to understand my interests and palette, educated me, and thoughtfully persuaded me to download the company’s mobile app. He quadrupled my total spend without pressure or hard sells. In thirty minutes, he created a relationship that will last a lifetime.

Don’t Fix it if it isn’t Broke: 10 Reasons this Phrase is Holding Your CX Back

We’ve all heard the saying. We’ve all used the saying. Sometimes it’s a fact of conducting business that—if a workflow or technology doesn’t need immediate replacement—there is likely another area of the department or organization that is more desperate for the budget. Because the squeaky wheel gets the oil, the trousers-on-fire initiatives will get desperation ...

Breakup News: Irreconcilable Differences Force CX & Voicemail to Separate

This breakup is long overdue. It’s time for Customer Experience to see how truly great it is and break free from this toxic relationship. You don’t need voicemail, Customer Experience, there are better fish in the sea! It is time for CX to pull the plug and move on to greener pastures, once and for ...

Improve IVR customer service by modernizing Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-1990s Ford Explorer that endured my early years of driving was exactly what you would expect from a typical mid-90s vehicle. There were heating/cooling options that were controlled ...

Target On Trial: The Enhancer That Broke Customer Trust

I hail from Minneapolis. The bold, urban north that houses the headquarters of many Fortune 500 organizations, including the retail giant Target. I used to be a level ten Target groupie, not just because of the influence they have on the city that I call home, but due to the fact that they have always ...

Giving Customers What They Want – Modernize Your IVR

Think for just a minute back to the vehicles you have driven throughout your life. How has the dashboard and basic features changed through the years? The mid-90s Ford Explorer that endured my early years of driving was exactly what you would expect from a typical mid-90s vehicle. There were heating/cooling options that were controlled ...

Is Your Customer Experience Team Crisis-Ready?

The recent happenings between Zoho & TierraNet have reminded us that not every organization is ready for the unplanned. Zoho is an operating system for small businesses that hosts business-critical applications such as email and customer relationship management (CRM) software. Zoho, trusted by 35 million users, had utilized TierraNet as their domain registrar. In layman’s ...