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Category Archive

The How to BE Points of Customer Service Improvement Programs

Too often we spend obscene amounts of money acquiring new customers and then cut corners once we have them. Improving customer service is more vital than customer acquisition and costs … Read More

Let’s get personal – creating a unique and individualized consumer experience

Relevance.   If you remember one word from the next few paragraphs, remember this: relevance. The User Experience on the Internet is tracked, and that information is used. The web, … Read More

Where Does the Consumer Experience Stop? Where Does it Start?

Too often we think of the consumer experience in the context of our world, not in the world of our patrons. This kind of myopic thinking can lead to a … Read More

Getting (and Keeping it) Personal at Financial Institutions

In 2002, the futuristic thriller Minority Report predicted the world where with a subtle retina scan would allow retailers to offer their customers personalized discounts based on their purchase history. … Read More

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