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YOUR GATEWAY TO THE WORLD OF CUSTOMER LOYALTY
The race is on for companies to define themselves by their customer in 2018. Hands down, customer experience is becoming (if it is not already) the most important battleground on which some companies win and others will not even be set up to...Read More
Personalization along the entire customer journey requires better data than ever before. It is not enough to know who a customer is and what they have purchased in the past. To survive in a rapidly changing world, customer-facing...Read More
Most companies recognize the importance of great customer service and the importance of rewarding employees for great performance. Put these two things together, and it makes sense for companies to tie the size of their employees’ paychecks...Read More
Remember a world without the Web? Smart phones? Social media?
If you’re a Millennial, you probably can’t. As the first “digital natives,” this generation’s world view has been radically shaped by the rapid evolution...Read More
Think about a memorably fantastic experience you’ve had with a frontline employee. What was it that made the encounter so special?Chances are, it was something more than just having your expectations met. Perhaps the employee helped you...Read More
Would you invest more in employee experience if it meant the difference between landing a major account and losing it to your closest competitor?I’ve always been a believer in engagement driving performance, but a new lens on employee...Read More
Customer experience improvements draw on several important elements, and not all of them tend to be treated equally.An element that does receive a great deal of attention is a statistical mindset. Valuable improvements can arise from digging into...Read More
Take 10 companies that deliver a great experience — chances are, you’ll find 10 very different customer satisfaction surveys that each of those companies rely on to improve their experiences.But regardless of what business...Read More
Chances are, you intuitively understand the value of a great customer experience. But when it comes to making customer experience a priority across your organization, intuition is rarely enough. Regardless of whether or not company leaders believe...Read More
Delightful customer experiences often start with something simple: an employee noticing a surprising or atypical customer need, and going out of their way to make sure that need is met. Here are five great examples from this year.As you read...Read More