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Is Your Organizational Structure All Wrong?

Most entrepreneurs dream of developing the next great product and growing their company into a noteworthy enterprise brand. They have a business plan, and they have every box checked in terms of how...

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CEO’s Who Are Demonstrating Customer Empathy in Action

Here is the leading indicator that your organisational culture is customer-centric, or moving rapidly towards customer centricity; your CEO is leaning into customer empathy. More than ‘talking the good...

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Create Belonging | Customer Experience Excellence – The Airbnb Way

This is the first in a 5-post series. Before I dive in, please allow me to offer some context. Usually, each content series centers around a central theme. For example, my last series looked at...

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How Service Businesses Can Meet Post-Covid Customer Expectations

The tone of consumer behavior has shifted in the wake of Covid-19. Not only has it unearthed vulnerabilities in the global supply chain — causing frustration for consumers worldwide — it has changed...

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Building A Gig Mindset Means Changing How We View Work

Sometimes I wonder if Gig CX is the right name for the kind of flexibility that we see when applying the gig economy to customer service processes. The gig economy is generally seen as a very flexible...

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Matching Price To Shopper: 5 Ways AI Can Help, Now

Who invests a database worth of intelligence into the price of a chocolate bar? Turns out, it could be more than half of all retailers.  In 2020, 58% of top retailers said they planned to implement...

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4 Steps to Concept Testing Research

You’ve come up with some great ideas, and now you can’t wait to bring them to life and watch your sales soar. But for that to happen, your customers need to love it too. So how do you know if they feel...

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29 visually striking martech stack illustrations from the 2021 Stackie Awards

Every year, when the entries to the Stackie Awards flow in, I feel like the kid in A Christmas Story, excitedly opening up that present he’d be dreaming of. I am always delighted and inspired by the...

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5 Ways to Design People-Centric Customer Service Training

People like helping people. The work of customer service—brightening someone’s day, solving a problem they’re facing, connecting them with the information they need—can be its own reward. It just feels...

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Stop Asking B2B Buyers to Take Leaps of Faith with Content

The content we use to engage B2B buyers must resonate and be relevant. Unfortunately, this is a challenge that marketers continue to struggle with. And that’s not surprising given the rate things...

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Are You Important To Your Customer?

I have to admit, and apologize to a few folks, I lost it in a meeting today. We were talking about an account strategy. The sales person wanted to meet with the top executives of a very large...

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Four Steps to Conquering CX Today and in the Future

In 1965, Intel Co-Founder Gordon Moore famously said, “The number of transistors in a microchip doubles about every two years though the cost of computers is halved.” Now dubbed “Moore’s Law,” the...

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7 Retail Pharmacy Business Trends You Should Know!

Being in the pharmacy industry, it is essential to know the retail pharmacy business trends. Not just in pharmacy but in any industry, keeping up with the ongoing trends is a must. Why? As it will help...

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How Good Transaction Security Makes Online Shopping Easier For Customers

Selling online has transformed trade, allowing innumerable enterprises around the world to grow and thrive. E-commerce, on the other hand, opens the door to fraud. Unfortunately, online fraud and...

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For CX success, re-evaluate your purpose

For CX success, re-evaluate your purpose May I offer a modest suggestion about CX?  Here it is: The purpose of Customer Experience as an endeavor (a department, a practice, a field of study, etc.) ...

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How to Build an Educational App for Android and iOS in 2021-22?

A smartphone is such a revolutionary device and deeply impacts our lives; from bill payment to ordering stuff online, we can do anything with it. Now due to the evolution in technology, everything is...

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Is Your Marketing Inadvertently Damaging Your Customer Focus?

Welcome to my second article in a series about assessing customer centricity in our global Customer Experience consultancy. All organizations are somewhere on a spectrum from Naïve to Natural, with...

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Customer Journey Mapping Tools in 2021

Before we dive into customer journey mapping tools, we must keep in mind that, by itself,  journey mapping is not a customer experience product or service. A journey map is a visual representation of...

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What’s the tea on audience analysis?

Digital Marketing can be an overwhelming realm of expensive tools and jargon. Deciphering how to invest to produce results and be cost-effective for your business can be challenging. Using a digital...

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But First, Trust. Why CMOs Need Manage Data Privacy to Market Successfully

Where there is no brand trust, there is no customer relationship. At a time when privacy dictates loyalty, such is the reputational challenge for today’s CMO. Data privacy is front and center in every...

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