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News with Views
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Listen, Understand, Deliver - Leveraging Hospitality in Customer Experience
Oct 25, 2014
In a poignant reminder that service and hospitality are different, the author, who works as a customer experience consultant, reminds us that hospitality is a dialogue and is what is truly valued since it impresses upon the recepient that you are on "their" side. That explains my many perceptions of service failure by airlines, particularly Air Canada.
Curated By:
Todd Kasenberg
Cloudification - As A Service and Customer Experience Advantage
Oct 25, 2014
OK, I've not heard the term cloudification used until today, but it's worthy. This article makes the casee that pushing customer experience tools and data sets into the cloud creates a competitive advantage because of abilities to leverage the technologies widely. Not sure I'm as concerned about the technology as the touch, but it is a worthwhile read, if only because of the new derivative word.
Curated By:
Todd Kasenberg
Don't Confuse Customer Satisfaction with Customer Loyalty
Oct 20, 2014
To be clear, satisfaction does not equal loyalty. Not in marriage. Not in business. So - great customer sat scores might be meaningless when it comes to loyalty. As this article explains, "Getting a customer to return depends on more than satisfaction. It depends on giving the customer a reason to come back." In my eyes, there are only two strategies to bring customers back - innovation (it's so new and different that you are in a blue ocean market) or relationships. Most of us need to work on the latter...
Curated By:
Todd Kasenberg
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