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Achieving and Sustaining Customer Experience Leadership

This customer experience training video will share the state of the art in the field. Unfortunately, it is not that good. Companies lose billions of dollars a year because of poor customer [...]

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5 Customer Service Lessons from the Mall of America

As I conducted a customer service seminar at the Mall of America, I had the idea to rate the mall’s stores to gain key customer service lessons. I had 45 participants, they were game, so I [...]

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The Great Customer Experience Scam

Sadly, the great customer experience scam is on. First, nearly everybody says they are in favor of good customer service. It is as desirable as apple pie, family, and free expression, all rolled [...]

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Horrible Customer Service Reigns, Have You Noticed?

Horrible customer service is the norm today. It reigns! Have you experienced any similar scenarios recently like the ones below? I have all within the last month. Can you relate to these? I know [...]

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11 CX Flaws that Foretell a Company’s Fatal Future

Fatal CX flaws in thinking and strategy foretell the demise of most companies trying to improve their customers’ experience. Their efforts become an epic comedy of errors to the tune of the [...]

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The 5 Cultural Habits of Customer Driven Companies

In the quest to improve the customer experience and customer loyalty, consider the “cultural habits” of successful service organizations, such as: Disney, Apple, Southwest Airlines, [...]

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How Effective is Customer Service Today, Really?

How good or bad is the customer service you receive? I know it depends on the company and even the person. Yet, overall, how would you rate the customer service delivered by the companies you [...]

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How to Deliver Moments of Magnificence to Your Customers!

Few companies deliver what I call Moments of Magnificence to customers. Fewer people talk about receiving outstanding service. It should not be that way. It does not have to be that way. More [...]

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Become One of the Rare Customer Service Superstars

Customer service superstars are rare.  Are you listening? The bottom-line to excellent customer service is defined by the quality of the customer engagement. This requires you treat customers [...]

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How Good is 99.9% Quality Service?

Who can perfect? Did you ever hear that 99.9% quality service may not be good enough? Check out these statistics and reconsider your thoughts. What is 99.9% Quality Service? 1,314 phone call [...]

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