The Compete Through Service Symposium

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I’d like to take a moment to tell Customers That Stick™ readers about the 25th annual Compete Through Service Symposium (online brochure) put on by the Center for Services Leadership at Arizona State University’s W.P. Carey School of Business.

The Center for Services Leadership is a leader in customer experience higher education and has one of the few programs at a major university dedicated to customer experience. I am proud to say that I have a Certificate in Customer Experience from the W.P. Carey School, and I want to help spread the word about the good work the CSL is doing.

The Compete Through Service Symposium is an annual conference held in Arizona that brings innovative minds in business and academic thought leaders together to further the science of service. It is a three daylong conference, with each day focusing on the following topics:

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Day One: Service Innovation

This day features CX pros such as Mary Murcott, President of The Customer Experience Institute and Erik Peterson of A.T. Kearney. Topics include: Read More

The State of Customer Experience (Infographic)

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In honor of Customer Experience Day, Temkin Group released its “The State of Customer Experience” infographic. The report is drawn from a number of Temkin’s research reports, including its experience ratings which evaluates more than 268 organizations across 19 industries based on feedback from 10,000 U.S. consumers. A number of the findings are exciting for […]

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Faces of Customer Experience: Melissa Kovacevic

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Meet Melissa Kovacevic! Melissa opened her consulting practice in 1983 after a post-college customer-service near-death-experience as toy demonstrator at Sears during Christmas. She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. 90% of her training and […]

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Monthly Mash and Fewer Choices, More Happiness

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Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 35: September 2014 Thoughts on the Customer: Fewer Choices, More Happiness In keeping with the theme of today’s Monday Motivation (subscribe here) — simplify — let’s review the key findings of Barry […]

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5 Customer Service Language Hacks

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Language is important not just to how we communicate with our customers but to how we communicate with ourselves. The right words can put an irritated customer at ease and help you approach difficult situations with greater ease. Effective customer service language can take a long time to master, so I thought I would share […]

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Are You Celebrating #CXDay Tomorrow?

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Are you familiar with CX Day? CX Day is dedicated to celebrating customer experience and professionals who work in the customer experience field. CX Day is held on the first Tuesday of October, so this year it is being celebrated tomorrow, October 7, 2014. CX Day is created by the Customer Experience Professional’s Association (CXPA), […]

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An Interview with Kate Nasser: Better #PeopleSkills

Kate Nasser

Kate Nasser, The People Skills Coach™, is a smart, energizing, experienced speaker, coach, and workshop leader. Her work in customer experience, employee engagement, leadership, teamwork, transforms how people think, act, and interact. With 25 years in business and a Masters in Organizational Psychology, Kate has guided tens of thousands to engage in uplifting productive interactions. […]

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