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Biographical Information
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Articles By Robert Wollan
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For all the emphasis on customer experience, service reps haven't been empowered to offer a great one.
Online disruptors and a new breed of digital consumer mean its sink-or-swim time for traditional retailers and consumer goods sellers
Loyalty investments in their current form are not generating all the value they could.
As disruptive growth becomes a bigger priority, companies have to determine who will be in charge of it
With augmented and virtual reality, customers can have immersive experiences with brands
Chances are, they're not who you think
Consumers want a blend of channels, and not just the digital ones
Products and pricing alone won't cut it; B2B vendors need to deliver valued experiences
In today's landscape, you need to find the right mix of traditional and digital
If you're not striving to understand today's nonstop customer, you might be wasting money
Three tips for keeping customers from straying.
Stay relevant in today's competitive market with these five tips.
When used wisely, this channel can be a B2C gold mine.
B2Bs must close the gap between spending and results.
The risk and opportunity of promising seamless customer experiences.
Five tips for retaining customers.
Valuable takeaways from leading-practice companies.
Why current acquisition, loyalty, and retention strategies are not working.
Posted 22 Mar 2013
Leveraging new consumer dynamics to drive growth.
New technologies mean new challenges.
Strategies for success in today's—and tomorrow's—business landscape.
Fewer consumers are switching, but that doesn't mean they are happy
Social media engagement requires a well-thought-out enterprise-wide approach
Customer analytics are emerging as a competitive advantage.
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