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When Customers are the Product – Leadership Lessons from Facebook’s Data Privacy Scandal. #DeleteFacebookSo last week Mark Zuckerberg testified before Congress about why and how Facebook failed to... -
When it Comes to a Great Customer Experience Bigger is not Always BetterGoogle the phrase: “Customer service is dead.” You’ll discover 30 million search results. I can... -
Success Takes Effort, NOT Lip Service – 15 Questions to Ask Yourself to Achieve Your Goals.Whatever it is your organization is working on - implementing new technology, leadership transition, a... -
Radisson and Their Support of Breast Cancer Survivors – A Great Customer ExperienceA great customer experience tells you a lot about a business – their culture, leadership,... -
BMW & The BS Customer ExperienceYou've likely had an excellent customer experience. You've also likely had a few bad customer... -
The Secret to Acquiring More CustomersThe secret to acquiring more customers starts with not pissing off current customers, and that... -
Flash survey: Would you pay more to get great customer experience?We have all experienced some good and bad customer service experiences. Some by the same... -
Where is the #LUV (voucher) @Southwest? #CustomerExperience[fullwidth backgroundcolor="" backgroundimage="" backgroundrepeat="no-repeat" backgroundposition="left top" backgroundattachment="scroll" video_webm="" video_mp4="" video_ogv="" video_preview_image="" overlay_color="" overlay_opacity="0.5" video_mute="yes" video_loop="yes"... -
Customer (and Brand) Loyalty is DeadAnd it’s not good. In fact - it feels like it gets worse with every... -
3 Tips for a Great Customer ExperienceA dear family friend has an expression - ‘My money is no gift.’ I laugh... -
Ding! You are Now Free to Create a Great Customer ExperienceCreating great customer service and high customer engagement isn’t always easy; however, it is worth... -
Changing Your Strategy: Do Customers Matter?To Netflix and Facebook it appears that customers don't matter. It’s been an interesting few...
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