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Net Promoter Scoring is Asking the Wrong Question
By michaelpace on February 4, 2014 If no mistake have you made, yet losing you are … a different game you should play I’m not a huge fan of Net Promoter Scoring (NPS). Nope. I am sure this sounds like...
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Snowballing Incredible Customer Experiences
By michaelpace on March 6, 2014 “Life is like a snowball. The important thing is finding wet snow and a really long hill.” – Warren Buffett This article originally appeared in ICMI’s Social Media...
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Why “Your Why” means everything in Customer Service
A personal story: We were all a little excited, done being on a plane for four hours, and ready to get to vacationing. My son, girlfriend, and I finally had a chance to get away to Orlando for a...
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Defining A Great Customer Experience – Starting at the Top
Remember a time you fell head over heels for someone. Now, if I asked to define the experience, you would know the feeling intrinsically, but may have a hard time explaining it. You might comment...
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What are you building? I’m building a [Customer Service] cathedral.
What are you building? I’m building a [Customer Service] cathedral. Consider the story of two stonemasons. You walk up to the first stonemason and ask, “Do you like your job?” He looks up at you and...
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Why Customer Success is the Future of Customer Service
Meal Kit Industry worth over $1.5 billion; Blue Apron Holding recently went public Top 5 SaaS companies – Salesforce, Microsoft, Adobe, Box, Amazon Web Services Ford, Porsche, Volvo, BMW, and Cadillac...
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The 6 Common Traits of the Greatest Customer Experience Providers
In the first part of this post, Defining a Great Customer Experience – Starting at the Top, we talked about the difficulties in defining a great customer experience, how its more than just “Delivery...
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Leaders: You Are Doing Empowerment All Wrong
Every management book will tell you that you need to empower your associates. In many ways, it does make perfect sense; the more your associates can do the right thing for customers on their own,...
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A Complete Voice of the Customer Program
What do my customers ……… Want Need Wish Crave Demand Desire Yearn For Require Fancy Hunger Have a hankering for ? Simple questions with difficult answers. Where do you get the answers? Most would...
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The Difference Between Extraordinary Adoption and Failure
In today’s world of cloud technology and apps, changing or upgrading systems has never been easier. Whether you are changing from on-premise to cloud solution or providing your customers with a...
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