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Customer Experience is Not Just Being Polite
BNET recently posted an article on Delta Airlines’ attempt to improve customer experience. Their solution…charm school. This would seem to be insulting to the majority of well intentioned customer...
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American CEO Puts Customer Experience as Top Turnaround Priority
Consistently delivering “a superior customer experience” represents a key part of American Airlines’ strategy as it works to become a “competitive, profitable and growing” business, CEO Tom Horton...
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Hertz Polishes Gold in Customer Experience Transformation
Customer Experience Transformation: Gold Service, Mobile Experience and Branded Signature Points I have been, or should say had been, a long time loyal Hertz customer. It used to be that they were the...
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Customer Experience Transformation: Simple, Not Simplistic
The results of a Customer Experience Transformation should look simple, to the customer. However, the process and tools are not as simplistic as a single metric, tool or platitude of “putting the...
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Customer Experience Transformation “Must Do’s” for Cloud Companies
One of the most important shifts recently in the software industry has been the move towards cloud services. What this means is that instead of buying software and loading it on your computer, you pay...
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GM Embraces the Full Customer Experience
The 1963 split-window Corvette. Now THAT was a complete customer experience. As General Motors continues to build back from it’s near collapse in 2009, customer experience is playing a more...
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IT Transformation Through Cusotmer Experience
A recent Forrester survey identified that 70% of CIOs put the ability to measure IT’s impact on business performance as a high or critical priority. The report goes on to discuss the need for not just...
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Social + Mobile + ? = Revolution
(click for full size reference) How will you leverage social and mobile in your strategic plans? Some of the impact is here today and it will only grow in importance. Similar to the web being viewed...
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Internet of Things - High Surf Warning
There are moments in time where industry leaders step out and make personal commitments and a call to action for a new future. If you haven’t yet fully understood the “Internet of Things” as the next...
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Transforming for NFL GMs - Six Tips on the First 30 Days
By Michael Kanazawa The Wall Street Journal article about the NY Jets executive search for a new General Manager referenced a recent post by Ted Sundquist on his blog about what new NFL GMs should do...
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