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How Have your Customers’ and Employees Expectations Changed?

CX Accelerator

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

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Surprising Find: Which US States Are The Most Gabby?

Beyond Philosophy

New research reveals other important factors affect people’s emotional perception of your experience as well: where they live. Their technology examined conversation and silence, ringtones and hold times. The implications the Marchex research reveals for your Customer experience are thought-provoking, to say the least.

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Why Uncertainty Can Destroy Your Customer Experience

Beyond Philosophy

My colleague Professor Ryan Hamilton of Emory University and my co-author and co-host for The Intuitive Customer used to be afraid of shark attacks. It seems reasonable until you learn he lived in Ohio. Buying technology during Mercury Retrograde or on Friday the 13 th. So, what does that mean for your Customer Experience?

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How Have your Customers’ and Employees Expectations Changed?

CX Accelerator

Before Covid-19, customers chose companies that differentiate on experience, and 81% of customers switch to another brand as a result of bad customer service (American Express). Now more than ever, the customer experience is the battleground for brand loyalty. How can you turn your customers into promoters?

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How Can Your Company and Customers Profit Most from Higher Employee Commitment?

Beyond Philosophy

Whenever this is surfaced, it’s useful to ask some relevant questions with regard to ultimate enterprise value, particularly the employee experience vis-à-vis the customer experience. What takes precedence, employees or customers? Which came first, cowboys or saloons? Chickens or eggs?

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Call Center, Contact Center and Customer Experience Events – April 2018

Taylor Reach Group

At Taylor Reach Group, we have compiled a list with hundreds of expos, conferences and summits focused on the Call Center, Contact Center and/or Customer Experience. SOCAP Ohio Chapter – B2C Text Messaging Summit April 5, Columbus, OH. Customer Contact East: a Frost and Sullivan Executive Exchange April 8 – 11, Marco Island, FL.

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5 Reasons Why Customers Can’t Find Your Company Online

Win the Customer

Refine the keyword to something more specific, such as “sixteenth century dolls in Ohio” and you’ll likely see an uptick in website visitors. The website likely won’t ever get to the front page of the search engines with that type of broad marketing. Difficult Navigation Schemes.