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Tag Archives | customer experience

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Three Smart Ideas for Handling Customer Service Exceptions

While it’s always preferable to solve a customer’s problem first with automation, which means less friction for the customer and less cost for the company, the fact is that most companies’ self-service offerings are nowhere near advanced enough yet to be able to deal with all the exceptions and unanticipated circumstances that might give rise […]

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Inside Sales, Performance Marketing, and Making a Human Connection

A couple of months ago, I spoke to an audience of business executives involved in the “performance marketing” business. If your business buys a digital ad on a publisher’s website and you only pay when people click on the ad or take some other action, you are in the performance marketing business, according to the […]

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It’s 2016. Do You Know Who Your Customers Are?

Not many years ago, a British utility launched a December promotion designed to recognize its very best customers by mailing each of them a holiday greeting card. To the amazement of the company’s marketing managers, however, in January nearly a quarter of the cards were returned to the company unopened. The reason? Many of the […]

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How to Improve Customer Experience

Before we get to how to improve customer experience, let’s just recap on why we should care about improving the customer experience. Deloitte said that customer-centric companies are 60% more profitable than their less customer-centric counterparts. That’s right, 60% more profitable. And that’s not just one of those throw-away marketing stats. It’s from Deloitte, one of […]

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