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How You Should Use Open-Enders in Your Surveys

Thematic

Open-Enders in Action:  After the 2008 U.S. Share a quick heat‑map so product, service, and marketing can see where joy (or pain) clusters. When decision makers trust unstructured data -  invite marketing, operations, and finance to add their datasets. Finally, share the wins.

Survey 62
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Bridging Silos for Collaboration and CX Success: Rule 9

CX University

MySpace and Pets.com are two examples of companies that failed because of lack of coordination between marketing and finance units. AIG reflected organizational design flaws during the 2008 financial crisis when its derivatives trading division issued credit without oversight from its risk management teams.

Insiders

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5 Insider Strategies to Boost Customer Support in the Personal Loan Sector

CSM Magazine

And if they dont get it, they simply move onthe market gives them that choice. In a post-2008 world, many consumers remain cautious and distrustful of financial institutions. To keep customers and turn them into loyal clients, lenders need to focus not only on loan terms but also on the quality of their support.

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The CX Pro's Guide to Recession-Proofing Your Career (And Your Company)

DCX

Think back to 2008. Examples of market share gained through solid CX : Show how excellent service helped win over customers who were ready to leave competitors. Get ready to grow fast once the economy rebounds : When the market picks back up, you won’t be starting from zero—you’ll be accelerating. Share them.

Company 52
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Four of the Most Successful Employee Engagement Strategies Also Drive Customer Experience

CX University

We look at four case studies of some of today’s most successful organizations, analyzing how they achieve these cornerstones through engagement, in all cases finding the same, ineluctable linkage between leadership, employees and market environment. Quicken Loans. Mayo Clinic. DTE Energy. Read the Mayo Clinic Case Study > DTE Energy.

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The importance of customer culture – an interview with Chris Brown

ijgolding

Although I was studying accounting and finance at the time, I started out in sales and marketing. I became a marketing consultant!! Linden founded a company in 1988 that was aimed at developing the marketing discipline. Linden has always been a true believer in marketing being recognised as a professional discipline.

Culture 264
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Can Marketers Manage?

Customer Think

The text of a recent CIM podcast entitled Why marketing’s boardroom absence is bad for business , makes interesting reading, with a feeling that we have been here before.