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- Aug 29 2018
How Zero IVR is enhancing the customer experience through technology
Harnessing technology to improve the customer experience is vital. Customer satisfaction in the United States hasn’t improved much, if at all, in the last three decades, despite new technologies. Customers are willing to hold for less time, and they want […]
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- Apr 27 2017
Have a minute? Listen to author John Goodman share the business payoff in delivery of Customer Experience 3.0
John’s latest book, Customer Experience 3.0, describes in detail what he means by customer experience 3.0, provides a customer experience framework and a step-by-step roadmap to delivery of the 3.0 customer experience. In this one minute video, John shares why […]
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- Mar 30 2017
Whitepaper: When Will We Ever Learn: Why the Revolution in Corporate Complaint Handling Has Failed SO FAR
Since the seminal 1976 White House Study on complaint handling, we have known that complaint handling could be an effective marketing strategy. Since then, the seven Customer Rage studies that have been conducted by Arizona State University and CCMC have […]
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- Jan 10 2015
Article: Once a Product or Offer Is Designed, You Are NOT Done (With the Customer)!
Writing on the Loyalty360 website, John Goodman discusses potential service issues that arise from new product and consumer offers. Despite their title, customer loyalty marketers often fail to sufficiently include the customer. Loyalty360 is a market driven, voice of the […]
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- Sep 25 2014
Article: Beyond CRM: Managing the Customer Experience
John Goodman presents a series of compelling essays on the customer experience. In this piece, John discusses the inextricable linkage between CRM and the customer experience.. Download a PDF of the article entitled Beyond CRM: Managing the Customer Experience Read […]
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