Mila D'Antonio

Creating the perfect customer experience is a challenge for many of us. In recent years, we've seen many customer experience blunders. J.C. Penney, for instance, stands out as one of the most well known when it overhauled its operations without asking many customers what they wanted. The company changed the layout of nearly every store, overwhelming and losing long-time customers resulting in a 25 percent sales loss in one year.

Recent posts

Unlock Relevant Sales Experiences with Speech Analytics

The at-home environment has put digital, convenience, and proactive service into hyper-drive. This applies to sales as well as customer service. Inside...

Can You Spot a Toxic Company Culture?

Where is the line between performance feedback and bullying? When does hustle culture become abusive and dangerous? Toxic company cultures are all too common in modern businesses. One in five Americans have left...