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Forget Customer Service — Focus on Customer Experience

Customer service. Two words that have been at the center of corporate improvement programs and countless awards ranging from JD Power to NCSA. Each year, thousands of well-meaning companies compete for bragging rights of being #1 in customer support in their industry.  But just what does this mean?  If customer service is what happens when things go badly, are ...

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Customer Service — Easier Said Than Done

Earlier today I sat in the boardroom of a mid-size financial institution to discuss website design for lead generation.  One of the topics raised was the use of live chat as a deterrent to web page abandonment.  Of specific concern was whether or not an outside vendor (e.g. Live Person) could effectively answer financial services questions as effective as internal ...

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Increasing Sales May Not be Related to Selling

This post is going to raise an interesting point that has been alluded to by recent marketing authors such as Dave Evans in various marketing publications, but is probably not being trumpeted loud enough across all marketing circles: declining sales may not be a sales problem after all -- it might be something else. It's too easy to conclude your distribution ...

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