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How To Map The Emotional Customer Experience
Most customer experience maps exclude one of the most important, most influential indicators related to driving loyalty, which is customer emotion. Bored during Hurrican Irene, I was perusing Twitter...
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Show Them The Way – It’s Not Just The SLA
It’s not all about the SLAs or speed of resolution. When we consider options to improve the customer experience, discussions often lead to complex process improvements or expensive tool enhancements,...
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