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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...