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Customer disconnect

The harsh truth about customer focus in the board – time to get real

For many (really many) years now we've been talking about the disconnect with the customer. And the need to reconnect with the customer as...

Jay Baer on usefulness and true customer value

Creating business value increasingly equals creating customer value. Customer-centricity isn't a goal anymore, it's the basis. And usefulness is key to achieve it: remember...
Customer service and contact center

The contact center and customer service – road to business success

The contact center and customer service department as key value creators in a changing economy. The role of contact centers (for service) and customer service...