Two New Commandments of Customer Engagement
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Here are a couple of tips to lock in customer engagement.
ACSI: Wireless Competition Boosts Customer Satisfaction While Pay TV Fades
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How does your provider stack up?
Customer satisfaction with subscription television is down 1.5 percent to a score of 64 (on a 1–100 scale), tied with internet service providers for last place among 43 industries tracked by the American Customer Sati
Tides of Change at Ford Motor Co.
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Mark Fields, former CEO of Ford Motor Company and evangelist of its “Blueprint for Mobility”
Low-Cost Carriers Lead Legacy Airlines for Passenger Satisfaction
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“Customer satisfaction has never appeared to be a goal for airlines” says Claes Fornell, ACSI Chairman and founder.
The Journey Is the Destination
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At every customer-facing opportunity, it helps to put yourself in the other guy’s shoes.
The 10 Commandments of Customer Experience
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How many of these CX commandments have you fallen short on?
In May 2016, I spoke at CallidusCloud Connections (C3); if you’ve never been to this event, be sure to check it out this year.
Inside Quality Digest Live for April 28, 2017
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Sometimes you gotta take one for the team
In last week’s Quality Digest Live: design digital assistance instead of digital assistants, how to make better beer, and closed-loop manufacturing.
The Otherness of Others
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The unconsciousness in you—the ego
How’s Your Service Scenography?
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Gas Station Charlie retrieves money at the pump