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How FRESH are you?
Are you agile and flexible in delivering for your customers (and employees)? A LUSH store can break even in as little as three months. Why? Because their customers grow their business for them....
View ArticleSeven Inhibitors to Customer Experience Success
Want to make sure your Customer Experience Work Stays on Track?Manage these Seven Inhibitors of Customer Experience Work Success 1. Starting with a mantra, not an action plan.Often companies decide...
View ArticleGone But Not Forgotten - 5 Steps for Regaining Customer Trust and Revenue
Every business has customers who have departed. There are a variety of reasons that prompt departure. And how you react to the departure will either validate that they left for a good reason, or begin...
View ArticleDo You Need a Chief Customer Officer?
CEOs no longer need to be convinced of the importance of developing relationships with profitable customers and keeping them around. What they need now is a way to accomplish this feat. Some are...
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CustomInk - Uncensored! Dare to Bare what the Customers Share
CustomInk Fuels Revenue Growth By Putting Uncensored Customer Reviews On Their Home Page In this era of social media, companies who embrace customer feedback and “believe” the words of their customers...
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The Container Store - Flames of Trust
The Container Store Grows Because they Trust their PeopleTrusted Employees Feel and Act Like Partners. The Container Store, which provides storage and organization solutions through an “uber” friendly...
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Do You Stay Connected in a Natural Way?
Companies still jump to surveys and focus groups to find out what their customers need. All they really need to do is to listen and reach out and respond with service when customers need them. Do you?...
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USAA Grows Promoters by Walking in Their Customers Shoes
Understand Customers’ Lives to Serve Their Lives. At the upcoming Net Promoter 2.0 Conference, one of the esteemed presenters is USAA. USAA (United Services Automobile Association) is a San Antonio...
View ArticleTop Ten 2012 Resolutions to Become a Beloved and Financially Prosperous Company
Companies who have grown in this economic downturn did so because their customers become an army of advocates who grew their business for them. They made decisions in business that were congruent with...
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Customizing the Experience to Complement the Customers’ Day
Umpqua Bank Decided to Support People’s Lives, Not Execute Banking Tasks. Umpqua Bank is committed to delivering an experience customized for each customer. Steve May, Umpqua’s executive vice president...
View Article7 Inhibitors to Delivering “Promoter” Experiences
Want to make sure your Customer Experience Work Stays on Track?Manage these Seven Inhibitors of Customer Experience Success 1. Starting with a mantra, not an action plan. Often companies decide that...
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Wegmans Food Markets Excels By Throwing Away The Rule Book
By Freeing Employees to Do What’s Right for Customers, No Customer Leaves Unhappy Wegmans Food Markets is a privately held grocery store chain with 41,000 employees. The company generated an...
View ArticleThree Ways to Use Your Frontline to Increase Your NPS
Increasing your customer loyalty, and NPS, by investing in your front line employees The latest US Net Promoter Benchmarks for 2012 are in! USAA, Trader Joes, and Wegmans, all topped the list with some...
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The 5 Customer Experience Competencies
As has been the case with nearly every incarnation of customer focus activity, this focus on "experience" is inadvertently randomizing corporations, sending people out on tactical missions to map...
View Article6 Conditions for Considering a Chief Customer Officer
Suggesting a Chief Customer Officer may seem frivolous to leaders who believe they already focus on customers. There’s often a proliferation of tactics and projects underway…the problem is they don’t...
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