Customer Experience and COVID-19; Catching our Breath

[vc_row][vc_column][vc_column_text] Consumer behavior has changed forever, on that point almost everyone agrees. Brands are being forced to adapt their marketing and touch points real time. We first saw this with the messaging from nearly every company that had some version of “it’s going to be okay”,...

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Five Reasons Why Personas Work—and Three Tips to Begin Using Them

[vc_row][vc_column][vc_column_text]Five Reasons Why Personas Work—and Three Tips to Begin Using Them   Discover credit cards has a series of commercials where the people calling customer service are talking with a mirror image of themselves. The commercials all end with the tagline “We treat you like you'd treat...

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