As a society, we’ve embraced a digital existence, but not all businesses have made the full transition. For example, though brands now accept social media customer service as a means of engaging customers, they often fail to approach their overall CX from a digital mindset. Adapting to this framework not only helps businesses to better […]

Should my business outsource its contact center? At TLC, we hear this question a lot. It’s a dilemma that many companies face as they seek to grow and improve their business operations, but it can be tricky to answer. While there can be clear benefits to outsourcing your customer service or contact center, such as […]

Thomas L. Cardella Joins Ranks of Unstoppable Entrepreneurs   CEDAR RAPIDS, IA – EY (Ernst & Young) announced that Thomas L. Cardella, the Founder and President of TLC Associates, is a finalist for the Entrepreneur Of The Year® 2019 Award in the Heartland program. The Entrepreneur Of The Year® award is widely considered one of […]

Who is best at delivering your brand promise across customer channels? Though you’re the expert on your brand, an exceptional outsourced contact center is often better at bringing your message and values to life across customer contact channels. How do you go about choosing the right contact center to represent your business? We find that […]

After careful thought, you’ve decided to outsource your contact center function. You’ve identified the shortcomings of handling customer service in-house. You’ve weighed the potential ROI for your brand, customer satisfaction, and bottom line. But you’re unsure of how to guarantee a profitable and productive partnership.   In our experience, that last part isn’t too difficult […]

Remarkable experiences lead to measurable results. It’s true! PwC found consumers will pay 8% more for phone plans, 9% more for cable subscriptions, and 14% more for hotel stays if they receive a positive experience. That’s great news for your profits, but we know you can expand margins further.   The right blend of technologies, […]

As many as 80% of customers rate their experience with a company as being on par with quality products and services. When it comes to customer service, the rule of thumb has been to borrow a page from Burger King’s playbook: let consumers have it their way. In the past, that meant serving them through […]

If you put stock in one HBR thought piece, the future will be an ongoing customer acquisition cycle. Customer retention and loyalty will remain important, but only through the lens of a procurement mindset. Though we don’t anticipate a full-stop shift from retention to acquisition, we do suggest that businesses begin to revisit their approach […]

If your business operates long enough, you’ll likely reach a point where your new customer acquisition begins to slow down – and that’s not great for the bottom line. Your market is a dynamic space, and both new and firmly rooted competitors will innovate to keep customer procurement humming along.   How do you get […]

Buyer’s remorse is a matter of scale. Paying for a shoddy 5-iron online stings for a little bit. Paying for poorly-executed, low-ROI services from a third-party vendor wounds much deeper. Unlike bad consumer goods, you can’t demand a full refund or simply cut your losses – especially when that vendor is entrenched in your customer […]