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Architecting Better Customer Engagement

The complexity of customer engagement is that it requires something difficult to achieve – a personal relationship, a bond or common ground. Customer experience is not about pushing the individual through a journey or managing a process. … Read Full Article

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Customer Experience ROI Trajectory

Wilderness experts will tell you that using a compass to find your way requires an accurate starting point: if you don’t get that part right, and start out a few degrees off, you can end up in a very different place than your intended. In … Read Full Article

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Develop an Acute Ability to Listen

What if your point of difference was an acute ability to listen? What would that look like? It always amazes me how many people cut me off mid-sentence, and don’t even let me get my answer out, after they ask me a direct … Read Full Article

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