Deliver amazing service in 140 characters or less by , for

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Here is my personal social media dashboard: What makes this more interesting, is that I monitor this for fun. Yep, you read that right. Around the office, I’m known as a socia... read more

Customer Experience - Gotta Do Better by , for

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  Many, many years ago I lived not far from the hardware store that used to be here. (My favourite barber was in the same complex. They let you smoke, served espresso, and had a pile of... read more

Better Customer Experience Starts with Scrapping the Paper by , for

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Digital marketers and customer experience advocates may, on occasion, forget the basics. The Web Engagement / Customer Engagement  / Customer Experience advocates championing W... read more

Relationships, collaboration and empowerment by , for

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Some time ago I had the opportunity to meet with a couple of researchers working at the Innovation Department at a large Scandinavian bank. They shared with me their vision of the future; highli... read more