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what is a customer experience touchpoint

What a Customer Journey Touchpoint Is (and Why Customer Experience Leaders Should Care)

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want ...

How Do Smart Leaders Create the Best Experiences?

In many ways, customer experience is still a new phenomenon. Ok that’s not really accurate, of course. Your customers have experiences with you, and judge their relationship with your brand based on how they feel

3 Destructive Consistency Issues You Need to Overcome Now

There’s a part of your customer journey that is most likely inconsistent. It’s those pesky people. Going from one hotel front desk to the next or calling different customer service reps can have very different outcomes. Sometimes

3 Ways to Win Big When Customers Are Furious

Have you ever had to deal with a customer who was really angry? While most days aren’t perfect, if generally takes a lot for us to get red-in-the-face angry.  Of course there are exceptions to this rule,

How to Unlock Your Outstanding Service Culture for Good

Service culture is the holy grail for many organizations. It’s the secret sauce of those companies we hold up as the role models of customer-centricity. Companies like Rackspace or Safelite are well-known disruptors in their industries simply

200 Amazing Customer-Obsessed Topics and More!

I’ll be honest. When we started recording episodes for our Crack the Customer Code podcast, I wasn’t sure if my co-host Adam Toporek and I would have enough to discuss. I mean, how much is

10 Critical Components of Successful Customer Experience Programs – and How to Prove Value

How to Create Measurable Impact and Win Support… No Matter Where You’re Starting

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