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Customer Experience and LinkedIn
What does LinkedIn have to do with your customer experience? Well, what does it not have to do with it? LinkedIn now boasts more than 10o million users worldwide. Those users are posting jobs, asking...
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Recap: LinkedIn and the Customer Experience
Thanks to some smart friends, I’m hosting a few webinars to tackle the subject of Customer Experience And… (Join me this Thursday as we tackle Search with Sean McGinnis: Register here!) Customer...
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Customer Experience And Search: New Rules
I had the privilege of hosting a webinar with Sean McGinnis about how search influences customer experience. Sean is a master of many things, and one of the most knowledgeable people I know on the...
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Recruiting: The First Touchpoint
In the continuing webinar series “Customer Experience And…” I had a chance to talk about an often-overlooked first touchpoint: Recruiting. Brad Farris, Principal of Anchor Advisors and advisor to many...
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Your Worst Time is the Best Time for Customer Service Improvement
Your customer service stinks! Maybe. Maybe not. But how do you know? When you’re in the trenches, dealing with the day-to-day tasks and inevitable crises that arise, wondering about customer service...
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Social Customer Care: What Every Marketer Needs to Know
We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise...
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Digital Moments of Truth: Are You Mapping the Micro?
How do you know if your customer experience is working? REALLY working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And if the...
View Article5 Ways to Create a Better Customer Experience for 2016
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you...
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Which Comes First? Customer Experience or Sales?
Seems obvious, right? It’s hard to have customers if you don’t have sales. True. But what happens after the sale? What happens when you are trying to establish relationships with prospects but don’t...
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