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Mastering the Public Apology: The Most Epic Apology Letters of Our Time, and What Your Business Can Learn from Them

Comm100

What the media saw was a company that had nailed all of the elements of the perfect public apology: it was remorseful, concerned with its customers, listening, communicative, and taking action. The incident made Domino’s one of the first companies to take a major hit thanks to social media. Source: YouTube.

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How To Find Business Opportunities in Recession

ThriveableBiz

Four types of customers There’s an excellent 2009 Harvard University study by Professor John Quelch and Research Associate Katherine E. In the age of digital marketing, you can use simple and inexpensive tools like social media to stay in touch with customers and grow your relationship with practical content.

How To 98
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4 customer-based strategies health care can learn from retail

Alida

From web traffic to social media, retail brands regularly squeeze out every bit of customer data possible. After receiving disappointing scores on its 2009 patient satisfaction index, the clinic brought on a team of experts to conduct a quantitative and qualitative study on patients’ expectations.

Retail 154
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Guest Blog: Instant Customer Service – Just Add Text Message

ShepHyken

Bad customer service doesn’t just impact your revenue now, but can dramatically affect it in the future as study shows 86% of consumers said they’ve stopped doing business with a company after a bad customer experience. Study shows that 89% of customers get frustrated because they need to repeat their issues to multiple representatives.

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Participant Observation: Definition, Types, Uses, Examples

SurveySparrow

As the name clearly suggests, participant observation is a research method where the researcher or survey conductor studies a target market or participant group in multiple ways, like observation, interviews, or actively living in their group. Here, human behaviors and cultures are studied based on their social interactions.

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What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

They need to be clear and consistently represented in all your communications. According to Wikipedia , a brand is: “a set of marketing and communications methods that help to distinguish a company from competition and create a lasting impression in the minds of customers.” Why we Buy Brands. ” . SOURCE: Wikipedia.

Brands 159
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Getting to the “Why” of CX Design: Measuring Effort to Drive Change

Clarabridge

In September 2009, Simon Sinek stood in the middle of a stage in a cozy theater in Puget Sound, Washington and delivered one of the most iconic TED talks to date. Although customer experience (CX) was a nascent space back in 2009, it is easy to extend his argument to the customer experience space today.