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Top Posts
- The impact of facilitated empathy on customer satisfaction and employee performance
- Can a simple thank you note to satisfied customers boost patronage by 50%?
- Can proactive customer retention efforts backfire?
- Finding the right job for your product
- Co-designing your customers' experience with customers
- What is the best way to prevent customer failures?
- Placing your products in your customers’ natural habitat
- Should companies focus on customer acquisition or customer retention?
- Does customer behavior speak louder than words?
- Are customers loyal to your brand or to your points?
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Monthly Archives: March 2013
Gil Goldshlager and the Walton Robotics Team at the DC Regional Competition
Posted in Gil Goldshlager
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Disconnect – Inside the call center industry
“Find out what really goes on at a call center in India. Go behind the scenes at San Jose Repertory Theatre’s West Coast premiere of DISCONNECT, a play by Anupama Chandrasekhar.”
Posted in Customer Experience, Customer Service
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Selling products by selling shared values
I found this new Panera Cares Community Cafe concept very inspiring. Please note particularly: “Three years after launching the first of five pay-what-you-want cafes, the suburban St. Louis-based chain on Wednesday quietly began its latest charitable venture that takes the … Continue reading
Posted in Innovation, Shared Value
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The best ideas come from people closest to the customer
I found this SMR article on how Chubb employed social business tools to accelerated new products development very informative. Please note particularly: “Chubb has been able to democratize innovation on both the product and process side. “People suddenly find they … Continue reading
Posted in Customer Insight, Frontline Employees, Innovation
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The revenue impact of customer communities
I found this research on the The Economic Impact of Customer Participation in a Firm-sponsored Online Community very instructive. Please note particularly: “Puneet Manchanda, Grant Packard, and Adithya Pattabhiramaiah employ behavioral data on product purchases and customer interactions in an … Continue reading