Our Blog: Read About CX and Transformation

Picture of Dr. Zanna van der Aa
Dr. Zanna van der Aa

CX Transformation Leader

Quantum leap by customer service

Last time around, the column ended with my

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Customer signals management: an introduction

In my previous column I described the need

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Customer signals management: what are the success factors?

In this column, I describe the success factors

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The sense and nonsense of customer satisfaction surveys

Customer satisfaction surveys. Hmm, what to do with

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CCC Quality versus SERVQUAL

I’m sure most of you will be familiar

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Customer contact center job quality

Besides those aspects which customers believe important for

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Customer service achieves true loyalty

The previous column described the various dimensions of

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Customer satisfaction improves financial performance

Even in 2011, there are still companies which

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Effective steering of customer experience

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The 7 drivers of a top customer service experience

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Customer service: the secret weapon wielded by marketers

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Putting customer centricity on the map: via complaints management or customer signals management?

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