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In the era of customer obsession, the experience we deliver customers is the new battlefield on which organizations are competing….
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As I referenced in my earlier post, Why diversity isn’t just another box to tick – let’s talk ROI, research shows that…
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We’ve come a long way since Henry Ford (reportedly) declared, “Any customer can have a car painted any color that…
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This article is a continuation of one I posted last week regarding preparing now to better handle spikes in volume…
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Diversity is a hot topic in boardrooms today. No wonder: One recent HBR study that examined 1,700 organizations across eight countries…
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Every year organizations invest millions to deliver a high-quality customer experience (CX) during their seasonal periods. There’s a reason for…
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An HBR study concluded that customers with whom you strike an emotional connection create double the lifetime value for a brand….
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The applications for chatbots in the hospitality industry will only continue to grow – as demonstrated in examples ranging from…
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When was the last time you heard someone gushing about a loyalty program – outside of an annual report or…
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