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Customers That Stick
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Customers That Stick
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Do you know what the customer experience is? Let community member +Jeannie Walters shows you what it's not: 
I keep seeing blog posts, articles, podcasts and books that make incorrect claims about what customer experience is. Let's clear some of those up today!
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Has a great attitude from a service rep ever made up for customer service fail?
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Crack The Customer Code Episode 043: When Is it Okay to Hack Customer Behavior? 
Businesses hack customer behavior all the time; the real question is, are they using their powers for good or evil? Join Adam and Jeannie as they discuss the good, the bad, and the ugly of hacking customer experience. Is it ever ok? Adam says the intention behind customer hacking is everything; after all, companies have …
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5 Principles for Great Restaurant Customer Service #training  
Blog post at Customers That Stick : Restaurants are one of the few truly universal industries because almost everyone has familiarity with them. From a customer service pers[..]
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What is the best first impression you've seen a company make?
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"Contact centers struggle to use customer service survey data," and more from community member +Jeff Toister.
Contact centers struggle to use customer service survey data. That's the conclusion suggested by a new report from ICMI called Collapse of the Cost Center: Driving Contact Center Profitability. The report, sponsored by Zendesk, focuses on ways that contact centers can add value to their organizations.  Collecting customer feedback is one way contact centers can add value. This feedback can be used to retain customers, improve custom...
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Crack The Customer Code Episode: 044: +Lee Caraher, Author of Millennials & Management 
Lee Caraher tells us how intergenerational workplaces can succeed despite the perceived great divide between Millennials and earlier generations like Boomers. Lee Caraher: The Millennial Whisperer Lee Caraher literally wrote the book on Millennials in the workplace. Lee is a Boomer whose company hired their first Millennial in 2010 and who quickly realized that they were …
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Are you experiencing this at your company? The Rise of the Customer-Centric CIO: 
The role of the CIO has evolved in recent years from a focus on helping the organization to reduce costs to enabling the enterprise to grow revenue and become more agile in responding to changing customer behaviors and market shifts. And while there are a number of components that factor into this metamorphosis, including the threats and opportunities posed by disruptive innovation, one of the greatest sea-changes for CIOs is reflected in their s...
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Crack The Customer Code Episode 042: +John Murphy  on Emotional Intelligence 
John Murphy discusses how emotional intelligence can be a driver of success across metrics as you learn how to engage with your team, your clients, and your customers. John Murphy: Emotional Intelligence Guru John Murphy is the founder of John Murphy International, where he specializes in Executive Coaching, Business Strategy, Team Coaching, and Business Implementation. His expertise …
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Crack The Customer Code Episode 041: Does “Surprise & Delight” Work to Retain Customers?
Adding “Surprise & Delight” to your customer service strategy, while an incredible opportunity to build a dedicated consumer base, is harder to execute than you may expect. Adam and Jeannie discuss the trend of “Surprise & Delight” (or S&D, as some have started to dub it). Quite a few business leaders have been using a Surprise & …
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What is the most creative way you've seen a company build a deeper relationship with you?
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Crack The Customer Code Episode 040: +Robert Rose and The New Era of #Marketing 
An Interview with Robert Rose Robert introduces some of the principles taught in his latest book, Experiences: the 7th Era of Marketing, which he co-authored with Carla Johnson. After briefly summarizing the previous six marketing eras, Robert explains how the next one signifies a profound paradigm shift where customer experience intersects with marketing through the …
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Good or Bad Experience's profile photo
Erica M. Allison's profile photo
yunana ayuba's profile photo
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Business Financial Services's profile photo
alldayPA's profile photo
Debbie Laskey, MBA's profile photo
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MWcorp's profile photo
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Is your customer service heroic?
Introduction

Customers That Stick is a customer service and customer experience blog and resource for anyone from CEO's to front line employees. At Customers That Stick, our focus is presenting tangible, workable solutions to providing Hero-Class Customer ServiceTM.

We believe real-world solutions produce real-world results.

Visit Customers That Stick and, for even more value, join our newsletter The Customer Conversation. You will receive a free eBook (7 Secret Customer Service Techniques Every Expert Knows), exclusive content we do not publish anywhere else, and our popular Monday Motivation series.

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