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Customer Experience

Social Flow and the Paradox of Exception Handling in ACM

Larry Irons -

The Groupon loyalty initiative: Discounting customer relationships?

Kelly Hlavinka -

A Bit Off Target – A Twisted Customer Service Tale

Barry Dalton -

What do you mean by Customer Experience?

Colin Shaw -

Southwest Airlines: When Offline Meets Online

Marc Meyer -

Upgrade Your Words to Improve Your Customer Service Experience

Shep Hyken -

Customer Communications Considerations

Jeannie Walters -

A Week That Will Live in Customer Experience Infamy

Tim Carrigan -

Influence of Buyer Perceived Value (BPV) on Buyer Behavior and Decisions

Tony Zambito -

Innovate the experience, not just the product

Shaun Smith -

What’s in a loyalty program name? Perhaps a new hotel name.

Bill Brohaugh -

Who Are You Building Your “Customer Experience” For?

Dave Brock -

Protecting Customers from your Marketing

Tim Tyler -

Customer Experience Management Defined

Bob Hayes -

The Steve Jobs Experience

Colin Shaw -

Customer for Life

Ronni Marshak -

Open Letter to CMO’s – Social Target Marketing for Complex Sales

Judy Mod -

A Real-World Application of The Kano Model of Customer Satisfaction and Loyalty

Erik Andersen -

Dear CEO: Focus on Shareholders AND Customers AND Employees AND Society/Environment

Howard Lax -

Netflix: What Worked and What isn’t Working

Ernan Roman -
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