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Understanding Your Customer
Understanding Your Customer
Sears: Could Better Service Have Saved It
Understanding Your Customer
Customer Loyalty and Retention—It Takes Both
Understanding Your Customer
What It Takes to Make a Loyal Customer
Understanding Your Customer
Surprise! Delight your customers when they least expect it
Service Improvement
Part I: A Smile or a Sigh? Employee Engagement from a Customer’s Perspective
Service Improvement
Customer Feedback: How to Talk to an “8”
Understanding Your Customer
Innovation and the Art of Recognizing Opportunity
Service Improvement
Do Your Customers Trust You?
Service Improvement
How to Cut Out Customer Feedback Friction
Service Improvement
Connecting Customer Experience and Your Brand Promise
Service Improvement
Who Moved My Cheese(burger)?
Service Improvement
Easier, Faster, Friendlier: Customer Expectations Are Rising
Understanding Your Customer
Using Neuroscience to Understand Your Customer
Service Improvement
Poor Customer Service Costs Each of Us and the Economy
Service Improvement
Brand Promises for Better Service Experiences
Service Improvement
Using Continuous Improvement in Customer Service
Understanding Your Customer
The Evolution of the Service Experience: Cooperation and its Impact on Customer Expectation
Understanding Your Customer
“The Great Experience, But” Problem
Understanding Your Customer
Let Customers Do Your Marketing—It Takes Performance and Trust
Understanding Your Customer
Customers Want Something in Return for Their Feedback
Understanding Your Customer
Great Service with a Shoe Shine
Understanding Your Customer
Zoom Out: The B2B Customer Big Picture Reveals More Than Major Accounts
Understanding Your Customer
Don’t Play “Telephone” with your End Customer: Why B2B Companies Must Understand their “C’s”
Service Improvement
Service Recovery Success Story
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