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A Great Customer Experience Isn’t Something You Can Script
By: John Abraham Several years ago, I met a successful customer service director in a retail bank. She had led the charge to bring customer experience thinking into the bank’s branch operations and...
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Analytics in Services: Actions Versus Talk
The INSIGHT Group / CSL CTS Symposium Survey Panel By Ed Petrozelli By all accounts, the use of big data and analytics is exploding. Ironically, relatively little hard analysis has been done to assess...
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Capitalize on Annual Planning to Manage Customers as Assets
By: Jeanne Bliss Over the last ten years I’ve become convinced that annual planning is the Achilles’ heel of customer experience. It is at the root of what inhibits the most efficient investment on...
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Leading a Culture of Service
By: Christine McHugh My experience in customer service started in middle school, working for my grandparents at their retail gift shop. Subsequently, a stint as a restaurant hostess and then a...
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The Service Profit Chain: Reloaded
By: Joe Wheeler Just over 20 years since its first publication, the Service Profit Chain still appears in the presentations of leading companies at conferences around the world. Perhaps no other...
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