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Links 1 through 10 of 21 by Elizabeth McCaffrey tagged customer-experience

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A predictive customer service company reports that consumers use social media as a last resort to existing channels. Is that an opportunity or a wake-up call?

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Meet customers where they are. Great venture by Polaroid for cafes providing print from your phone stations.

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Content from customers makes great sense for small businesses. Just be sure how far you'll go and where. It still needs to be curated and actively managed.

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Backlash against what the author describes as a "big-box" experience of super online retailers causes shopper to seek out and build loyalty with smaller retailers.

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Great visualization of the customer experience. Answers the question, how can you know what's right w/o knowing what's wrong. Good for assessment as well as brainstorming.

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More than 100 e-commerce retailers will remember 11/28/11 as Big Bust Monday, not the Black Monday of frenzied online holiday shopping over which they schemed and plotted. The FTC shut down the domains of numerous e-commerce retailers for selling fake brand merchandise.

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Funny how a pantheon of brands can add a sweet layer to an ordinary sandwich making experience. What would Thanksgiving eve be without one of these?

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