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Marketing and the Customer Experience Featuring Mathew Sweezey
Top Takeaways:
- Studies have shown that high-performing companies that enjoy consistent growth are those that focus on crafting experiences.
- …
6 years, 6 months ago
Customer Value is Company Value Featuring Rob Markey
Top Takeaways:
- NPS refers not only to the Net Promoter Score, but also to a system that is a set of behaviors, actions and technology that prov…
6 years, 6 months ago
The Secret to Getting Customer Reviews Featuring Rupesh Patel
Top Takeaways:
- Even if you think customer reviews don’t apply to your business, they are still important. Regardless of your industry, customer…
6 years, 6 months ago
The Radical Relevance of Customer Experience Featuring Bill Cates
Top Takeaways:
- An organization’s message is related to their brand promise and customer experience. The experience needs to deliver on the cust…
6 years, 6 months ago
Be the Disney of Your Industry Featuring Teri Yanovitch
Top Takeaways:
- It’s neither luck nor magic that creates success (though those can certainly help)—it’s hard work. Any and every company is capa…
6 years, 7 months ago
The Customer Experience Revolution Featuring Claire Sporton
Top Takeaways:
- It isn’t enough to simply gather data. Data collection without action is a waste of time. You must use those insights to drive p…
6 years, 7 months ago
Unconscious Bias in Customer Service Featuring Bernadette Smith
Top Takeaways:
- Unconscious bias affects the way we think about others without being fully aware of it. It causes people to make assumptions abo…
6 years, 7 months ago
The Voice of the Customer Featuring Stacy Sherman
Top Takeaways:
- It’s important to consider and optimize CX across the board, but especially within three key areas: digital channels and e-comme…
6 years, 7 months ago
Employees Matter Featuring Bob Chapman
Top Takeaways:
- You don’t need to have an out-of-the-ordinary or “exceptional” background to do exceptional things in business and your life.
- …
6 years, 8 months ago
Excellent Service in an Experience Economy Featuring Jim Gilmore
Top Takeaways:
- The economy has evolved over time from an agrarian economy to an industrial economy, then to a service economy and finally to an…
6 years, 8 months ago