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Viewpoints
An evolving focus on CRM has left B2Cs behind.
Employees can be among the most valuable and powerful investments managers can make. Are you doing all you can to engage them? (Featured on SmartCustomerService.com.)
By paying attention to these trends, companies can elevate the customer experience, build loyalty, and increase satisfaction. (Featured on SmartCustomerService.com.)
Accuracy, authenticity, and genuineness are key.
The impact of inaccurate data.
Understand the core concepts that make this model work.
Focus on personalization and differentiation.
Five reasons to hit the reset button on your customer service.
Take conversations from bulky to believable.
Boost your company's reputation with a comprehensive CEM program.
Recurring revenue technology advances make it possible.
A three-step plan to cultivating consumer loyalty.
Give your contact center the tools to increase brand loyalty and revenue too.
Why companies are missing the consumer experience boat.
Gamification techniques can be applied to motivate contact center staff. (Featured on SmartCustomerService.com.)
The heart of customer relationships often lies in the contact center, where customer interactions can easily make or break a company's bottom line. Are you taking advantage of customer interactions to create ongoing relationships? (Featured on SmartCustomerService.com.)
Utility companies must step up in a challenging market.
Offer prospects a positive brand experience at the very first consumer touch point.
The payoff can be high for firms that embrace new technologies.
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