The importance of Krulak’s Law in CX
By Emily Collins, EVC Marketing Krulak’s Law of Leadership states that the future of an organization is in the hands of the privates in the field, not the generals back home. And Charles C. Krulak, the creator of this law, should know. As a highly decorated,...
Short List for Customer Engagement Professional award
INDIANAPOLIS, IN (February 19, 2020) – It’s awards season! The Golden Globes! Oscar’s! Grammy’s! And the 4th annual CustomerCount Customer Engagement Professional (CEP) Resort Trades Award (CEP). Nominations closed January 15 and a select panel of judges objectively...
Why you should measure your Customer Effort Score
by Emily Collins, WRAP Partner and principal at EVC Marketing With a range of customer satisfaction metrics available, there is one that is often overlooked – the customer effort score. In a time when customer loyalty is more important than ever, this metric...
The business benefit of customer service awards
By Yuri Duncan – WRAP Partner and CEO of Buchanan Creative Services Much has been written about the overwhelmingly positive results of using customer service awards to recognize your employees. However, what are the positive and negative impacts to your...
