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Customer Service Qualifications SlideShare Cover

SlideShare: 7 #CustServ Qualfications Everyone Must Have

Customer service is a tough job, and customer-facing professionals must have many positive personality traits to be successful. In 2012, we wrote a post called 7 Customer Service Qualifications Everyone Must Have, and we decided to present this content via SlideShare to provide you with a fun, useful tool you can share with your teams. …

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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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Customer Service, Richard Nixon, and the Silent Majority

In a 1969 national address, President Richard Nixon popularized the term the silent majority. While the term was not original to President Nixon, his address cemented the idea that there existed a silent majority whose outlooks differed from the vocal minority opposing the Vietnam War and dominating the news coverage of the day. While the …

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Netflix, Customers, and Evolving a Business Model

As a Netflix customer, I have been fascinated by its recent move into original programming. Netflix began as a mail-order DVD service that revolutionized the movie rental business with a brilliant logistics system. Instead of driving down to the local movie rental store, consumers could now choose videos from the comfort of their homes and …

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Customer Gift, Making Right Gesture | Woman with Gift Box

Customer Gifts: Making a Nice Gesture the Right Gesture

As many regular readers know, we purchased a new house at the end of last year. The builder did a good job overall, giving great customer service in some areas but failing to deliver the house on time, which diminished the overall customer experience. Last week, after many months living in the house, the maintenance …

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Sales, Customer Service or Operations | Person with question mark

Sales, Customer Service or Operations: Which Is Most Important?

The title of this post comes from a question we use in job interviews. The full question is as follows: Sales, customer service or operations: Which one is most important and why? Now, the job we use this question for actually requires a fairly equal distribution of responsibilities among all three functional areas, but we …

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What President Clinton Can Teach Us About Customer Service

When he was running for President in 1991, then-candidate Bill Clinton had a list of three fundamental campaign messages posted on the wall of his campaign headquarters: These three messages embodied the heart of what the Clinton campaign wished to convey to the country, which they did to the tune of a successful presidential election. …

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