Happy Customers Lead To Happy Shareholders
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Over the last several years, customer experience has become a buzzword in companies around the globe. But why should marketers care about customer experience? Why do customers’ thoughts and feelings about their interactions with companies matter? One word: loyalty. According to a recent report from Oracle: 81% of consumers will pay more in exchange for (Read More...)
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In December I made the difficult decision to leave Forrester Research. I’m incredibly grateful for the opportunities that Forrester has afforded me since I first walked in the door back in 2004. My work there has changed the trajectory of my career and brought some of my best friends into my life. (You know who (Read More...)
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I’m thrilled to launch my new website and blog. HUGE thanks to everyone who helped with this project: The fine people at Digital Telepathy designed and coded the homepage through their Impress program. (When I saw that they’d designed sites for Tim Ferriss and Eric Ries, I knew I’d be in good hands.) The talented (Read More...)
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