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Why Customer Experience Is Critical In A Time Of Crisis

We are in unprecedented times. Even the best crisis and business continuity plans are likely being tested right now. Some businesses, like my chosen career path of public speaking, have ground to a complete halt. But this is not the

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What’s Next After COVID-19?

It’s hard to believe that only three weeks ago I was giving the third of three keynote speeches in March. Then in the span of a few days, everything changed. Every event on my calendar was either postponed or canceled,

Customer Service People

Why Subjective Marketing Decisions Can Lead To A Poor Customer Experience

Marketing is becoming a data-driven discipline and with good reason. But many companies are lagging behind this trend, putting performance and ROI at risk. It used to be that marketing was looked at as a “soft skill,” whereas the finance people were the real quantitative minds […]

Amazon Customer Service: 6 Things That Make It An Effortless Experience

Amazon is among the most talked-about companies in the world, and for good reason. The e-commerce giant has literally reinvented multiple industries. What’s remarkable is that throughout Amazon’s growth story, it has never lost sight of its customers, repeatedly developing seamless user experiences and continuing to add value to its flagship Prime program.

Mergers Acquisitions Customer Experience

What Happens to Customer Experience After A Merger or Acquisition?

Mergers and acquisitions abound in almost every industry. Between 2000 and 2018, nearly 800,000 transactions were announced worldwide, with nearly 52,000 in 2018 alone, according to the Thomson Financial Institute for Mergers, Acquisitions and Alliances…

5 Simple Ways Rental Car Companies Could Improve The Customer Experience

You’re sitting in a Ford Focus, or maybe a Nissan Versa, or perhaps a Hyundai Accent. You’ve waited in line at the counter, initialed in seven places, declined the insurance, and received the rental contract printed on an old dot-matrix printer. From which rental car company did you rent the car?