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Don’t Wait Until It’s Too Late

When it comes to delivering a top-flight customer experience, timing is everything. All too often, businesses wait until the very end of a transaction—or worse, until after a complaint surfaces—to find out how the customer felt about their experience. By then, the damage is done! Instead, the wisest businesses train…
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Rise Above the Competition

The marketplace is crowded, whether from your competitors down the street or just a click away on the Internet. Customers have endless choices, and their expectations are sky-high. If you want to stand out and gain an edge, you need to find ways to demonstrate your commitment to their satisfaction.…
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A Seamless Experience

This is the final part 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 consider the rising importance of item five on his list of predictions, “Convenience Rules.” Hyken tells us, “Prior to the pandemic, convenience…
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How to Challenge Authority Respectfully

Unless you’re the business owner, president, or chief executive of your company, you always have someone higher up to answer to. After all, employees by definition are employed by someone else. And regardless of the kind of job you’re working, you’ve almost certainly experienced moments when you’ve disagreed with managerial…
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