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Once your organization has made the decision and commitment to
being customer focused, you will want to engage your colleagues –
at least the ones who impact the customer experience.
The cloud is changing a variety of customer interactions, one of
which is the purchase process. We've seen a
shift from buying, to renting, and now to subscribing.
Consider movie viewing as an...
I recently saw the following quotation in the footer of an email
from one of my client contacts at a leading IT company: “The
memory of bad quality lasts longer than the shock of high
I’ve recently become a Groupon user. For those of you that
aren’t aware of this craze, the Chicago-based company is
essentially a “deal of the day” website that is customized to the
city you live in...
Building customer loyalty can be interrupted by the economic
climate. Savvy business consulting firms look to many different
'listening posts' to provide information to better understand
Communication is the single most important piece of the puzzle for
your action-oriented customer strategy. Without it, nothing
happens. When nothing happens, nothing changes. I recently
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