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Harnessing the Power of VOC

Companies continuously collect consumer data from an array of channels to gather insight into the customer experience. From customer complaints to contact center interactions, this internal...

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Use Data to Make Your First Impression Count

We only get one chance to make a first impression. Whether we’re meeting someone in our personal lives or making a new business contact, we have mere seconds to make that impression count....

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Revolutionizing Lead Generation Through Digital Media

This article was originally published in the Winter 2013 issue of Customer Strategist.Preparing for the future is no easy task. But savvy business leaders understand that rather than being an...

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Customer Centricity in the Automotive Industry

Customer centricity in the automotive industry is more relevant now than ever before. In today’s evolving marketplace, automotive companies need to be able to connect with their...

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Three Steps to Closing the Gaps in Sales Performance

No sales organization is perfect, but to succeed, sales teams need the tools to help them close performance gaps and engage with customers.With inadequate knowledge of the organization’s...

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In Need of Seasonal Employees? Hire Brand Advocates

It’s the season to be jolly. As customers make the last mad dash to stores to tick the final item off their holiday shopping lists, organizations are doing their utmost to leverage the...

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How Psychic is Your Brand…Really?

This infographic was originally published in the Fall 2013 issue of Customer Strategist.So many companies pride themselves on being able to collect and analyze information about customer needs,...

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What Is MOM ? (the Mother of all Models) And What Does it Do?

When it comes to making decisions, today’s executive has access to roughly 1,000 times more data and 1,000 times more powerful analytic and computational tools than was available in 1993,...

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Customer Experience Today and Tomorrow

Research shows that promoters – customers who are most likely to recommend your company – are 5.2 times more likely to make additional purchases from your company. In response,...

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Technology Meets Customer Experience at Dreamforce

Last week, I attended the salesforce.com® user conference Dreamforce. The show has become bigger than just a user conference – it’s become a destination for sales, service, and...

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