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Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Gratitude is, of course, a year-long, 24/7 initiative. The more we focus on being grateful, the more opportunities there are! This is why it’s so ...
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Use SMIRC Goals to Define Customer Experience Outcomes

Listen to this article You’ve heard of SMART goals… But what about 😏 SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague,

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Why Journey Map? 3 Problems They Can Solve

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful on how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer

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How to Reduce Customer Effort Before it Can Build Up

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis Solicit open-ended feedback Put the customer at the