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Learning from Amazon: How to Improve the Ecommerce Customer Experience

Amazon.com is the leading ecommerce retailer in the United States, generating a whopping $67.9 billion in revenue in 2013. Most people choose Amazon because of their low prices, but what if I told you...

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Can Self-Service Support Improve Customer Satisfaction?

According to a study by Forrester, 72% of customers prefer to use self-service support rather than phone or email support. The rise of self-service support has been an interesting one to follow. I...

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How Chick-fil-A Creates a Memorable Experience (and Grows Revenue by 13%...

For the last 10 years, Chick-fil-A has been growing at roughly 13% annually, meaning the business is essentially doubling in size every five to seven years. Steve Robinson, Chick-fil-A’s senior vice...

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4 Reasons Why Customer Advocacy is Important to Your Business

Customer advocacy is a marketing term for a customer-focused strategy that encompasses all aspects of contact a company has with its customers, including experiences with products, services, sales,...

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A Thanksgiving lesson in the customer experience: Why you must be transparent...

Thanksgiving is a wonderful holiday in the United States that Americans observe surrounded by family, food and football in honor of the harvest celebration that the Pilgrims held in Plymouth. But as...

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How do you calculate your Net Promoter Score? Try one of these five software...

How do you measure the customer experience? One metric you can use is your Net Promoter Score (NPS). Your Net Promoter Score is a number that represents how loyal your customers are – a calculation...

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The simplest and most accurate way to measure customer satisfaction with...

Measuring customer satisfaction is one of the best ways you can benchmark and improve your customer experience. But how do you measure customer satisfaction? Unlike measuring your Net Promoter Score...

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Client Heartbeat Blog: A taste of our best articles from 2014

It’s been a busy year for the Client Heartbeat Blog. Over the past 12 months, we’ve published over 50 blog posts – each article containing plenty of tips to help you create happier customers. As a...

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Stop ignoring customers: Are you making these costly mistakes?

What’s holding back your business growth? Is it poor sales, poor people or poor systems? I want to challenge you and say it’s not any of these. Instead, it’s because you are failing to create happy...

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How to create and use customer feedback loops to improve customer happiness

Customer feedback loops offer a great way to help you understand your customers and make sure your products and service are meeting and exceeding their expectations. Since 89% of customers would...

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