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customer journey
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Guest Blog: 20 Ways To Create An Amazing Customer Experience In 2020
- December 27, 2019
- Posted by: CSIA Editorial Team
- Category: Guest Blogs
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With all the focus on how AI, data, personalization and more can create a better customer experience, I thought it might be fun to go back to some basics and look at different ways we can connect and build better relationships with our customers. These are very tactical. Find one or two that you like and work them into your process. You’ll be surprised at how quickly the little things add up to increase your customer satisfaction, NPS scores and, more importantly, your bottom line
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GUEST BLOG: IT’S NOT WHERE YOU ARE. IT’S WHERE YOU’RE GOING.
- August 28, 2019
- Posted by: CSIA Editorial Team
- Category: Guest Blogs
Sometimes you find life lessons in unexpected places. This time it was on the golf course. Almost every Sunday throughout the summer I play golf with some great guys. One Sunday we decided to play the championship tees—meaning we hit from the furthest point away from each hole. Obviously, this makes the game longer and
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The Emergence of the Chief Customer Officer
- August 20, 2019
- Posted by: CSIA Editorial Team
- Category: CSIA Blog
In our last article we talked about the role of the Customer Service Manager, and its importance in creating and maintaining service strategies that pave the way for service excellence. In the past, the Customer Service Manager has typically reported to a Senior or C-level Marketing, Operations or Human Resources Executive, or a combination thereof.
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GUEST BLOG: The Power of a Smile
- May 8, 2019
- Posted by: CSIA Editorial Team
- Category: Guest Blogs
Enjoy this guest article for CSIA, by Customer service/CX expert, keynote speaker and NYT bestselling author Shep Hyken “Smile and the world smiles with you.” That is part of a longer quote attributed to Stanley Gordon West. It became the topic of conversation while on a New York subway with my daughter, Alex, when I
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Customer Feedback: Your Key To Service Excellence
- March 19, 2019
- Posted by: Christine Churchill
- Category: CSIA Blog, Customer Feedback
Customer feedback is essential for businesses looking to offer a more personalized customer experience. Without receiving customer feedback, there’s no way of knowing what’s working for customers and what needs improvement. Gathering customer feedback regarding a product or service not only improves business process, it makes a customer feel valued and involved. Such involvement brings
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