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

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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The Single Most Important Element to Improve CX

What is the single most important thing I can do to move the needle on our customer experience (CX)? It’s a question clients frequently ask us. It’s also one that is likely best answered with more questions. For starters, are you looking for a CX revolution...

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Why Quantitative Surveys Fall Short When it Comes to Crafting a Superior CX

What do your customers really want? Finding out isn’t just a matter of asking via surveys. It’s about asking the right questions – something that Forrester Research says most companies fail to do. Take quantitative surveys, the No. 1 tool that organizations use when developing customer...

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Where to Draw the Right Line in Your Customer Experience

How far behind the scenes of your operation should your customers see? It seems to be a simple question, but pondering it is an important step in providing a customer experience (CX) that keeps them coming back. It comes down to the "line of visibility." This...

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