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Don’t Equate Silence with Satisfaction

As a small or medium sized business, it’s easy to fall into the trap of complacency. While the big guys are hustling to get to the next best thing for customer care, smaller companies move at...

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4 Technologies Facilitating the Service Customers Crave

It’s unquestionable that many consumers prefer self-service before interacting with a customer service specialist. But sometimes speaking with an associate is unavoidable or even more...

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Five Ways That the Next-Generation Cloud Will Lift the Customer Experience

Most executives recognize the importance of differentiating the customer experience. Unfortunately, far too many companies are stymied by organizational silos, inflexible technologies, and other...

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Three Ways to Put the “Custom” in the Customer Journey

No one wants to feel like a number. We are distinct individuals, special and one-of-a-kind, with unique needs and wants. Whether you call it “Cult of Individualism,” “Special...

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Keeping Your Customer Journey Symphony in Tune

You have a contact center with operators standing by, more representatives fielding customer emails, click-to-chat associates engaging online, and even a social media guru handling customer tweets...

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The Second Stop in Customer Journey Mapping: Passage to a Mobile Strategy

In my last post in this series, I wrote about why it’s so important for organizational leaders to understand the customer journey. For starters, it makes good business sense because customers...

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Why Understanding the Customer Journey Matters

In my last post, I wrote about how today’s customers have become incredibly cross-channel in their interactions with companies as they follow non-linear courses across physical and digital...

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Passport for an Improved Customer Experience Journey

Thanks to the explosion of digital touchpoints available to them, the customer’s experience has become incredibly crosschannel in their interactions with companies. According to PwC’s...

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Three Tips for Driving Business Outcomes with Big Data

Every business leader knows that blasting consumers with generic messages is not an effective engagement strategy. Instead, organizations are striving to identify the right time and place to serve...

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Technology Implementations Require More Than Wires and Code

Many companies have the best of intentions about delivering differentiated, valuable customer experiences. Yet in many cases, their technology does not evolve as quickly as the rest of the business...

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