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Customer Experience

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Redefining Customer Experience with Mobile

Redefining Customer Experience with Mobile
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Invite Your Customers to Review You

Invite Your Customers to Review You

Customer Experience

Social Media Policy Recently I read an article about a hotel that had a unique social media clause written into their special event contracts. This hotel was built in the... read more

The Top 3 Avoidable Mistakes of Customer Surveys

The Top 3 Avoidable Mistakes of Customer Surveys

Customer Experience

Every company, regardless of size or industry, must use surveys to improve their customer experience. When it comes to customer surveys, I believe there are three types of companies: The... read more

The Non-Annoying Way to Brag about Your Awesome Tech Support Customer Service

The Non-Annoying Way to Brag about Your Awesome Tech Support Customer Service

Customer Experience

When your tech support division receives high customer service marks, what is your first reaction? Do you find yourself tripping as your sprint up the stairs so you can shout... read more

Why Your Business Should Be Customer Obsessed

Why Your Business Should Be Customer Obsessed

Customer Experience

It’s a crazy time to be a marketer. Like any field, things change quickly with the introduction of new data and technology, but that’s what makes being in marketing so... read more

3 Ways to Turn Your Customers into Innovation Resources

3 Ways to Turn Your Customers into Innovation Resources

Customer Experience

Connecting with consumers on a basic level through newsletters, email campaigns, and social media is a standard business tactic that sits squarely in the box. It’s important, but a given,... read more

“My CRM Does That.” No, It Doesn’t!

“My CRM Does That.” No, It Doesn’t!

Customer Experience

“My CRM Does That.” No, It Doesn’t! CRM systems are great at what they were designed to do for sales teams – managing data and activities, reporting and metrics, just... read more

How Effective Customer Communications Can Help Keep All Customers Engaged (And Feel Loved)

How Effective Customer Communications Can Help Keep All Customers Engaged (And Feel Loved)

Customer Experience

It’s not easy being a bank these days – it seems like almost everything is against them. A recent blog post published by Finextra highlights that the 4 major US... read more

The Outstanding Characteristic of Successful Customer Experience Mapping

The Outstanding Characteristic of Successful Customer Experience Mapping

Customer Experience

I’ve become a fan of live theater. A year ago, I would have never uttered those words. I didn’t think I could have an equally rich experience compared to people... read more

The “It’s A Wonderful Life” Effect: What If The Customer Success Manager Role Had Never Been Born?

The “It’s A Wonderful Life” Effect: What If The Customer Success Manager Role Had Never Been Born?

Customer Experience

Far and away, my favorite movie character of all-time is George Bailey from It’s A Wonderful Life.  I remember the first time I saw that movie. I believe I was... read more