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  • Tweet This post is about five ways to deliver exceptional customer care in 2015. Customer service and support is shifting to a customer success management model. This is the ability to deliver great, consistent customer experiences across all channels...

  • Companies that delivered great customer experiences outperformed laggards by a considerable margin for five years running based on a study by the Watermark Consulting group. The authors of the study attribute the success to customer retention, greater...

  • ba/iStock/Thinkstock Earlier this year, we published 15 Government Customer Service Trends for 2015. We’re halfway through the year now—how are these trends holding up? 1. Centralized Customer Offices A few agencies have created centralized customer...

  • Do you really think the customer journey is necessary to reach your future customers? Of course it is. But attracting prospective customers and ensuring conversion takes a lot more than simply understanding the customer journey. It requires that you...

  • The post Customer Experience Perspectives: An Interview with Annette Franz Gleneicki appeared first on shmula. We’re pleased to have Annette Franz Gleneicki  share with us her perspective on several questions that keep customer experience...

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