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Articles Library
Welcome to our Article Library. You'll find articles on a variety of topics including business, direct mail,
email, lead generation, marketing, social media, and more. Come back often as we are adding content on
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The Best Complaint is No Complaint
by Yohai West In the last two posts, we discussed how analytics-driven complaint management can help 'put out fires' and satisfy the...
Barb Ferrigno
Nov 13, 20233 min read
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‘Your Call is Important to Us.’ Seriously?
by David Binny Sixteen minutes! Yep, 16 minutes of my life until someone answered my phone call to the customer service line. Seriously....
Barb Ferrigno
Nov 13, 20233 min read
13 views
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How to Save on Your Bottom Line While Improving Customer Experience
by Yair Lehrer For service providers, customer experience is the key to success. In fact, Gartner predicts that by 2016, 89% of...
Barb Ferrigno
Nov 13, 20232 min read
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Do you set up your customers on a blind date?
by Nevo Peretz Many blind dates aren’t very successful. We all know that. But in today’s digital world blind dates are becoming a thing...
Barb Ferrigno
Nov 12, 20232 min read
2 views
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3 Ways to Provide Success When Handling Rude Customer Interactions
by Laura Bassett As I searched for ways to discipline my accident-prone, very determined, yet very sensitive and sometimes diva-like...
Barb Ferrigno
Nov 11, 20233 min read
4 views
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Do Your Service Channels Turn Your Customers into Net Promoters
by Heather Hughes When your customers are willing to recommend your company to friends and family members, you definitely are doing...
Barb Ferrigno
Nov 11, 20232 min read
2 views
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Are Your Customers as Satisfied as You Think They Are
by Heather Hughes We live in an omnichannel customer service world now. Emerging technologies and changing consumer demands fundamentally...
Barb Ferrigno
Nov 10, 20232 min read
2 views
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Can You Hear What Your “Silent Majority” Is Saying?
by Ken Brisco Your customers are talking. Are you listening? Many of them speak volumes about their experiences with you but deny your...
Barb Ferrigno
Nov 10, 20233 min read
13 views
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The Innovative New Way to Measure Customer Experience
by Andy Traba Measurement provides a standard for how we understand the world. From weight, temperature, length, value and even time we...
Barb Ferrigno
Nov 10, 20233 min read
4 views
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5 Ways That Digital Customer Service Is Influencing Customer Expectations
by Vit Horky It's common for blogs related to customer service and customer experience to talk about how the increasing ubiquity of...
Barb Ferrigno
Nov 9, 20234 min read
3 views
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How Positive Emotions Keep Customers Coming Back
by Vit Horky Wouldn’t it be great if there was one single, relatively simple thing brands could do to motivate customers to stay loyal...
Barb Ferrigno
Nov 9, 20234 min read
2 views
0 comments
5 Key Emotions to Ensure Customer Loyalty
by Vit Horky We think it’s important to strike a balance between automation and a human touch in digital customer service. Sure, we live...
Barb Ferrigno
Nov 9, 20233 min read
2 views
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Why Great Digital Customer Service Needs Vision and Commitment
by Vit Horky Rome wasn’t built in a day, and neither was the Internet. Great things require patience and development, and the same goes...
Barb Ferrigno
Nov 9, 20233 min read
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Why Digital Customer Service Depends on Software and Soft Skills
by Vit Horky If delivering extraordinary digital customer service were as simple as following a formula, everyone would be doing it. But...
Barb Ferrigno
Nov 8, 20233 min read
11 views
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10 Tips for Connecting with Customers Emotionally
by Vit Horky Customer experience is the name of the game today, with more brands competing based on customer experience (CX) as a key...
Barb Ferrigno
Nov 8, 20235 min read
2 views
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Great Customer Experience has the Power to Accelerate Growth
by Mark Ungerman Markets and opportunities move fast. Great Customer Experience has the power to accelerate growth as consumers have more...
Barb Ferrigno
Nov 8, 20232 min read
3 views
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6 Core Emotions in Customer Experience and Why They Matter
by Vit Horky Sometimes “Customer Experience” feels like a book everyone talks about, but few people actually read. Luckily, the...
Barb Ferrigno
Nov 6, 20234 min read
15 views
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4 Steps to a Streamlined Digital Customer Service Workflow
by Vit Horky Agility and ease are key concepts in digital customer service, regardless of your industry or the size of your business. We...
Barb Ferrigno
Nov 6, 20232 min read
1 view
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How Powerful CRM Can Help You Delight Customers
by Vit Horky 89% of businesses are soon expected to compete mainly on customer experience. Chances are you've read that stat before. But...
Barb Ferrigno
Nov 6, 20234 min read
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Why Positive Customer Experience Increases Customer Retention
by Vit Horky I love ice cream. I’d eat it every day if I could. And I would always choose my favorite flavor: mint chocolate chip. The...
Barb Ferrigno
Nov 6, 20233 min read
1 view
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