Airline Customer Service Makes All the Difference

The airline industry is in quite a mess. Extra fees being charged for bags have passengers feeling even more “nickle and dimed” than ever. Fuel costs are driving more people to take their vacations at home.…

Customers Rock!

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A Primer on User Experience

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I have heard the term User Experience many times, and recently I had the opportunity to tour Intuit’s Usability Lab. This got me thinking about how user experience relates to marketing and customer experience. …

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Book Review and Author Interview: Taking Care of Employees « Customers Rock!

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Today I am reviewing the book Taking Care of the People Who Matter Most by Sybil Stershic. The main premise of the book is this: take care of your employees, and they will take care of your customers! In seven…

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Sales vs. Marketing - Who Wins? « Customers Rock!

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Many companies have an unspoken war going on between sales and marketing. Sales complains because marketing doesn’t bring them any good leads. Marketing complains they feel like second-class citizens, and why…

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