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Magic Number in Customer Experience Is Two

The Magic Number in Customer Experience Is Two

From mapping customer journeys to creating customer personas, it is easy to get carried away with the complexity of customer experience design and optimization. Our customers communicate with us via so many channels, they interact with us through so many touch points, that we can easily lose sight of the fact that most customer experiences […]

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Blue Hornet | Consumer Views of Email Marketing Graph

Key Statistics to Help You Use Email Effectively

An email list can be at the heart of an organization’s customer communication strategy. If managed effectively, email communication can foster deeper and more profitable relationships with customers and potential customers. BlueHornet surveyed 1,000 U.S. consumers about their thoughts on email marketing. There are many insights to glean from the study, and below are five

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Jaspersoft Big Data Survey Infographic

What Do We Know About Big Data? (Infographic)

The business intelligence company Jaspersoft did a very interesting Big Data study, surveying 1,600 of its community members. Jaspersoft included  many of its findings in a nice infographic, which we share below. As you will note, companies are embracing Big Data more than ever and becoming more comfortable with its place in organizational priorities. Here

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Time Management Decision Matrix -- 7 Habits

The Best Way to Make a Customer-Facing Team More Effective

In The 7 Habits of Highly Effective People, Stephen Covey put forth the idea of viewing tasks through the lens of importance and urgency. The idea, proposed in the section entitled Habit 3 Put First Things First, is that one should align one’s actions with “First Things” to achieve effectiveness. Covey presented the following matrix,

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Anatomy of a CSP (Infographic)

Anatomy of a Customer Service Professional (Infographic)

A lot goes into being a customer service professional (CSP) — forethought and intuition, planning and adaptability — and effective CSPs make sure that they are using their abilities completely in the service of customers. We thought it would be fun to take a look at the anatomy of a customer service professional. The infographic

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