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Little Pixels, Real People: Which Will Win the Customer Service Race?

Summary: Within the next five years, face-to-face communication may be the customer service exception, not the rule. A total of 1,700 CEOs from across the globe were asked to describe how they currently engage with customers and then detail how they see their companies engaging customers in the next three to five years. Right now, the face-to-face sales force rules by a healthy margin.
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The Customer Owns Your Brand. Who Owns the Customer?

Technology / Social Media : Social Media Today (2 years ago)

Nearly 90% of CEOs cite customer engagement as their primary initiative in the next five years. When it comes to improving the customer experience, who in your organization should be stepping up? Read Post

Ernan Roman: Help Your Customer Service Reps Engage With Customers

Business & Finance : Huffington Post: Business Blog (3 years ago)

Marketing Situation: Recently, a client for whom we were developing Customer Engagement strategies asked for help in identifying the reasons for low customer satisfaction scores.... Read Post

Zappos CEO Tony Hsieh On Building A Virtuous Business In The City Of Sin

Business & Finance : Fast Company (2 years ago)

Zappos CEO Tony Hsieh believes hard in the value of community. That might sound a little... nambypamby. Except that it really isn't. Consider the evidence: Hsieh engineered Zappos to be synonymous with excellent customer service, en... Read Post

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