Monthly Archives: September 2014

Human Resources-The Forgotten Frontier of CX

Most Customer Experience Management practitioners understand that the CX is a holistic discipline, but tend to focus disproportionally on a customer service delivery. It is understandable as CS is so often the last line of defense – working hard to … Continue reading

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Why Privacy Is A Part of Customer Experience

Not a month goes by without a revelation of a mass data breach at a major commercial or government institution. Since the Target fiasco the well being of customers who shop at Michaels Stores, Sally Beauty Supply, Neiman Marcus, AOL, … Continue reading

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Go-To-Market Strategies in the Age of the Social Customer

Market segmentation by demographics, geography, etc. is a common exercise that helps marketers to form their go-to-market strategies. Most of these segmentation efforts are based on hypothesis or inferences of which segment of the consumer population would be the best … Continue reading

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How Employee Satisfaction Correlates to Customer Experience

Restaurants are not in a food business-they are in the hospitality business and unengaged employees do not seem to be very gracious hosts.

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