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5 Facts to End the ROI Debate on Customer Experience

Beyond Philosophy

There is sometimes a misconception that customer churn doesn’t represent much business, but this isn’t true. JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 Your existing customers are far easier to upsell. 26 August 2014. < 26 August 2014. <

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SaaS Customer Experience Starts in the C-Suite

Experience Investigators by 360Connext

Annie Tsai Annie Tsai leads the Customer Experience org as CCO and watches over all things customer - onboarding, implementation, engagement, customer growth, and ultimately retention & renewals. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

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Top 10 BOB Blog Posts of 2014: Empathy, Big Data and Metrics

Bob Hayes

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The top 10 B.O.B.

2014 76
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Music: A Marketing Tool

Beyond Philosophy

16 December 2014. < 16 December 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: “Music and Memory: 5 Awesome New Psychological Studies.” www.spring.org.uk. < [link] > Mohana, Malini. Music & How it Impacts Your Brain, Emotions.” Psychcentral.com. < [link].

Marketing 166
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Getting Your Board to Embrace Customer Experience, With Maury Kask – CB72

Customer Bliss

Maury is a certified Customer Experience Management professional (CCXP), a graduate of Leadership Vancouver’s community leadership program and is a Chartered Board Director (C.Dir). Maury has phased out the work this way: 2012-2014: Closing the necessary gaps. 2014-2016: The initial roll out of services and experiences.

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News and Updates – June 2014

Strativity

Date: June 17, 2014 Time: 3pm – 4pm EDT . Consistently engaged employees are the key to creating better customer experiences and loyal customers, but as companies struggle to keep up with the fast-paced world of cultural transformation they are losing the hearts and minds of their employees. Click here to register.

2014 52
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VoCFusion Day 2 – Best Practices and a Look at the Future

InMoment XI

Day 2 at VoCFusion 2014 was packed with real-world best practices in the art and science of customer experience, with a little glimpse of the future and inspiration rolled in.

2014 150