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Customer service and “customer experience management” may sound so similar they may seem like the same thing, but one really contributes to the other. When customers feel their needs have been satisfied, for example, that’s the perfect ending to a customer experience that began with learning

Ask the average consumer what “personalized” service means to them and they’ll probably describe a face-to-face encounter like this: I walked into my favourite store and the associate smiled at me and greeted me by name. Then they showed me a new item they said they knew I would love based on the

Closing a sale often means dealing with the nitty-gritty details, and from a customer’s point of view, that comes down to this: “Okay, tell me how much I need.” In theory that shouldn’t be hard to do, but success in B2B sales is predicated on offering something more customized than a consumer buyer

It’s a lot quicker and easier to say “AI” than using the term “artificial intelligence” in full, but marketers who want to take advantage of the technology should really be paying attention to some other letters — five Ws and one H. Unless you’ve already been using AI tools, for example, the

It’s not so much what customers are saying out loud when they’re looking for service and support that could change the way they look at a company in the future. It’s the silent commentary going on in their heads. Most customer service engagements — whether they happen by phone calls, e-mail

Some research is more reputable than others, but when you can tap into a network of more than 6,300 small businesses across the country — like the Canadian Federation of Independent Businesses can — the data you get back is pretty conclusive. The CFIB recently published “Crossing the Digital

We all think we know what closing a deal looks like. You might picture shaking the customer’s hand, sharing a smile or watching as they sign the paperwork. That’s not really what closing looks like, though. Those are actually snapshots of what happens once the essential details have been dealt

In business, first impressions can be the difference between closing a sale and walking away empty-handed.

Meet Vala Afshar, the author of The Pursuit of Social Business Excellence and the Chief Digital Evangelist at Salesforce. He knows marketers are up to the task of adapting to the Connected Customer, and he’s compiled data to help.