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Jul 18 2011   3:26PM GMT

How to Improve Your Customer’s Experience

EmNichs Emily Nichols Profile: EmNichs

A Consistent Customer Experience Requires Consistency In Managing Voice, Electronic, And Social Interactions
Customers expect the same experience every time they interact with a company — whether it be when researching a product, completing a sales transaction, or getting customer service — over all the communication channels that a company offers. They also expect companies to have an understanding of their past purchase history and prior interactions.  [Read full story at Forrester]


How to Evolve Your B2B Customer Experience Using Images
People tend to have difficulty explaining exactly why they like a product or experience, yet Voice of the Customer (VoC) is most B2B companies’ method of choice for driving customer input. But just try to answer these questions: What does your favorite brand mean to you? Why did you purchase the last gift you bought for someone else? Can you describe your ideal customer experience?  [Read full story at MarketinProfs]


Six Ways to Assess and Improve Your Customer Experience
As humans, we like to fool ourselves. At best, it’s a way to be kind to ourselves (“It’s ok to eat this on vacation!”) and at worst a way to maintain excuses (“I’m too tired to exercise”). As business leaders, however, it can be the worst kind of risky. When you try to look at your own project, business, or even employees without a sharply tuned critical eye, you end up with a viewpoint that inevitably provides some data, but not necessarily the right kind.  [Read full story at 360 Connext]

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