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Make ‘Now’ Your Business

This is part four of our in-depth analysis of customer-experience expert Shep Hyken’s recent article, “Top Customer Service and CX Predictions and Trends for 2024,” where we’ll take a look at item four on his list of predictions: “Customers Want It Now.” Hyken explains that customers are becoming less patient…
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Confidence Leads to Loyalty

High quality customer service remains the linchpin of success. More than any other aspect of the customer experience, it defines the kind of relationships your business maintains with its customers. Is it friendly and mutually beneficial? Or is it adversarial and frustrating? Even though we all hope our transactions will…
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Use the 80/20 Rule to Guide Your Business

The 80/20 Rule is traditionally known as the Pareto Principle, named for Italian economist Vilfredo Pareto (1848–1923). Pareto discovered a recurring phenomenon that appeared in many aspects of life, from land ownership to broader economics: put simply, this principle states that 80% of results come from 20% of effort. This…
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Stop Wasting Your Time

When you’re in a position of leadership at your company, your time is precious. There aren’t enough hours in a day for you to handle everything yourself, and you can’t afford to shorten the day further with poor productivity. Dayshift supervisor, store manager, or business owner—or something in-between—it doesn’t matter.…
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