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Jeff Gilleland

Jeff Gilleland

Customer Experience Improvement Through a “Learning Relationship”

One of the golden rules of marketing has always been "know your customer." Historically, this required deep knowledge about a market segment. You know...

Customer Experience Shaped by Interaction: Offering Customized Treatment

As marketers, we like to talk about personalized marketing—"treating customers as individuals based on their unique needs" and delivering "customized treatment." Over the...

Customer Experience Success Starts with Insight: Transforming Data into Action

The marketing buzz over the past several years has been all about managing the customer experience. Intuitively we all understand that successfully managing the...

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