Posts by Diana Kaemingk


How to respond to negative online reviews

If you’ve been in business long enough, you’ve probably had at least a few negative reviews. As a business owner, this is painful, but even the most customer-centric companies make mistakes or don’t meet customer expectations every once in a while. This is normal — in fact, consumers are less trusting of brands with only […]

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What is an internal customer & how do you manage their experience?

Over the last few years, companies have understood the necessity of providing an excellent customer experience (CX). Organizations across the globe have taken steps to delight their customers and turn fans into loyal fanatics. In fact, the customer experience management market is projected to be worth $16.91 billion USD by 2022. That’s good news for […]

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Reputation management strategies for 2019

When people look for you online, how do they see you? Are the reviews negative or positive? Does that one frivolous lawsuit stand out above all the positive comments? Today, your online reputation is one of the most important aspects of your business. With 97% of people looking at local reviews before visiting an establishment […]

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How to use IT help desk surveys to increase satisfaction

We live in a technology-driven world and people can’t function if their technology fails. There are plenty of examples too — Johns Hopkins Medicine learned this the hard way, when their technology system went out for several hours and staff couldn’t see what was going on inside the rooms without being there. Yahoo was hacked, […]

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20 online review stats to know in 2019

In 2019, you can’t afford to ignore online reviews. From restaurants to computer software, consumers flock to online review sites like Yelp, Google Maps, and TripAdvisor to give them advice. In fact, online reviews influence the purchase decisions for 93% of consumers. Online reviews create social proof, increase consumer trust, and they give you a […]

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7 ways to improve online reviews

Online reviews hold tremendous power. Case in point: last month, before dining at a restaurant that was recommended to me, I quickly looked up its rating on Google. The first couple of reviews mentioned “bland food” and “bug in my food.” Needless to say, I never walked in the restaurant (or trusted my friend’s restaurant […]

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Best practices for B2B customer experience programs

Companies that focus on business-to-business (B2B) sales and services models have unique Customer Experience (CX) challenges due to long sales cycles and multiple decision makers. Although you can steal some best practices from business-to-consumer (B2C) sales, B2B has its own set of tools that can improve your customer experience. This article summarizes the relevant best […]

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10 brand and marketing books to read this year

Over the last 50 years, branding has evolved from the ability to differentiate products, to giving companies personalities, to making emotional connections with consumers. Today, companies spend copious amounts of time and thousands of dollars crafting the perfect brand message for the world. Compelling brand messaging is vital to business success and the best marketers […]

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How to keep remote employees engaged

Before the Industrial Revolution, it was common for men and women to work from home or have hybrid work-homes such as street-facing shops or workshops. The rise of factories in and the Industrial Revolution drew workers outside of the home and that’s where society camped for about 200 years, until about the 1980s when telecommuting […]

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