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J.D. Power and Associates releases ‘Achieving Excellence in Customer...
If you follow this blog regularly or follow us on Twitter, you know that we talk a lot about customer service – and how important it is for companies to deliver excellent customer service. J.D. Power...
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What do Sunscreen and Customer Service Have in Common?
Today, we define the customer experience as a complex maze of myriad options for engaging a customer. It is easy to lose sight of the fact that the most important aspect of the customer experience is...
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Uncomplicating the Customer Experience
We live in a complicated world with complicated people, things, and technologies, and sometimes that also serves to complicate the service we receive. While I am a big fan of checking out a company’s...
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These Are a Few of My Favorite (Customer Service) Things
I’ve spent a good chunk of my career monitoring customer and agent interactions and I could probably write a book about the spicier things I’ve heard when listening to live and recorded calls. Some...
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Article of Interest: Creating Dramatically Different Customer Experiences
So how do companies differentiate themselves from their competitors? First, they need to be sure that they are focusing on the entire customer experience−from the store windows, the store touch...
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The Public Loves Publix
Some might call it Southern hospitality, but I think the politeness and civility shown to customers by Publix’ employees is much more than that – it’s a corporate culture and philosophy. And I’m not...
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Article of Interest: 20 Ways to Kill Customer Loyalty
Are your customers loyal? I’m sure you have some loyal customers, or odds are you wouldn’t be in business; however, I’m sure there’s quite a few that aren’t truly loyal to your company or your brand....
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Article of Interest: The Greatest Customer Service Story Ever Told, Starring...
So, I’ve been following Peter Shankman since I discovered HARO (help a reporter out) a couple of years ago; an extremely useful concept for both reporters and marketers alike. Since then, I’ve seen...
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Anticipation
I was pondering the content of this blog post today, which initially involves a lot of staring into space, adopting a serene Zen-like state, completely vacating my mind, and trying to isolate what has...
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Who is J.D. Power, Anyway?
In my position as research assistant at VIPdesk, I often list and quote companies that top and make various J.D. Power & Associates surveys and lists but until recently, I never really thought...
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