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Customer Experience

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Challenges of Understanding Customer Perception

Challenges of Understanding Customer Perception
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Four Steps for Creating Winning Customer Experiences

Four Steps for Creating Winning Customer Experiences

Customer Experience

Talk to most marketers and they’ll tell you that creating a winning customer experience is good for a brand’s bottom line. It might surprise you, then, that less than 5%... read more

How to Benefit from Real Time Data to Enhance Customer Service

How to Benefit from Real Time Data to Enhance Customer Service

Customer Experience

The strength of real-time data as it affects customer service is easily visible in companies that don’t have it. The customer experience is more important than ever, in an age... read more

What’s Holding You Back From Improving Customer Relationships?

What’s Holding You Back From Improving Customer Relationships?

Customer Experience

The pressure to keep sales up and marketing spend down is more intense than ever. But rather than constantly trying to “out-wow” the competition, why not focus your efforts this... read more

Why is Great Service Hard to Find?

Why is Great Service Hard to Find?

Customer Experience

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If you’re like me, you’re probably constantly scratching your head and wondering: “Why is great service so hard to find?” Last week, I wrote about why companies should give a... read more

CMOs Win When High-Value Customers Are Treated Personally Online

CMOs Win When High-Value Customers Are Treated Personally Online

Customer Experience

With constant access to a growing list of channels and devices, today’s connected customers are no longer satisfied with vanilla, one-size-fits-all experiences and offers. To stand out in the increasingly... read more


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Expand The Customer Experience In This Era Of Mobile Transactional Banking

Expand The Customer Experience In This Era Of Mobile Transactional Banking

Customer Experience

Enhancing long-term customer value has always been at the top of every banking executive’s priority list. However, the rules of convenient banking have changed. No longer does it mean having... read more

Try Standing in the Purchaser’s Shoes

Try Standing in the Purchaser’s Shoes

Customer Experience

To sell services someone also has to sit on the other side of the table – the purchaser! Their role has been considerably professionalized over the years. It may not... read more

What Is The Access To Cultivating Customer Engagement and Customer Relationships?

What Is The Access To Cultivating Customer Engagement and Customer Relationships?

Customer Experience

My eldest son is in the process of buying a car, his first car. He knows his budget (£6,0000. He knows the make and model of the car (Ford Fiesta).... read more

Understanding Your Customer's Customer

Understanding Your Customer’s Customer

Customer Experience

Take a Walk in Your Customer’s Shoes One of the most important things you can do to increase your chances of getting your messages heard is to find your target... read more

Do You Suck at Customer Service? These 10 Resources Will Tell You

Do You Suck at Customer Service? These 10 Resources Will Tell You

Customer Experience

Customer service is a challenging facet of business management. At the enterprise level, customer satisfaction is dependent on a complex set of interwoven influences, all driven by different departments and... read more

Top 18 Customer Experience Focused Blogs

Top 18 Customer Experience Focused Blogs

Customer Experience

It’s no longer just about customer service, which is sometimes more of a reactive approach to resolving customer issues and concerns, but it’s more about the proactive management of the... read more

Using Negative Keywords To Attract Highly Qualified Customers

Using Negative Keywords To Attract Highly Qualified Customers

Customer Experience

It’s said an ounce of prevention is worth a pound of cure. In the case of your AdWords efforts, it’s a bit more like: a few hours of research is... read more

Fire, Ready, Aim Customer Service Will Always Fail

Fire, Ready, Aim Customer Service Will Always Fail

Customer Experience

It takes focused preparation for how service should take place and clear objectives for what the end experience should be in order to consistently create positive connections in customer interactions.... read more

Customer Service Journey Map Can Lead to Instant Gratification

Customer Service Journey Map Can Lead to Instant Gratification

Customer Experience

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Here is a great customer service strategy: Instant Gratification. This doesn’t happen at the end of the transaction. This must happen at every step of the way. During the customer... read more

3 LEGO-Inspired Tips for Building a Better Customer Experience

3 LEGO-Inspired Tips for Building a Better Customer Experience

Customer Experience

Building a better customer experience is top-of-mind for most every brand today. A recent Customers 2020 Report notes that by 2020, customer experience will overtake price and product as the... read more