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Customer Advocacy in Government
It’s difficult for most bureaucratic structures in government to think of serving constituents as customers, much less giving customer advocacy serious consideration. Customer advocacy is the effort...
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Do You Hang Out With Alexa Or Azuma?
Do you own an Amazon Echo or Amazon Echo Dot? If you do, do you refer to it as such when speaking with others, or do you refer to it by its personal assistant interactive name, Alexa? Do you feel some...
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High Tech Experiences at McDonald’s
First of all, our apologies for not having some more recent articles on our blog. It has been a balance of offering new content while exceeding the demands of our clients and customers. However, we...
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Avis: My Service Hero
For several years I’ve been with a “not-to-be-mentioned” car rental service. I can easily up to 10 K in rental service each month. After a long series of little frustrations over the last year or so, I...
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Who is Palessi Fooling?
Palessi shoe store. You may have heard about Palessi, the shoe store which recently opened its doors to social influencers for an exclusive experience. Those attending were impressed by the web site,...
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Disney Best Practices Global Tour
We’re excited to announce a world-wide benchmarking business program coming in 2019. We’re visiting all six Disney resorts around the world, and will be in all 12 Disney theme parks. No matter where...
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Introducing Excellence and You
We’re pleased to introduce Excellence and You, a new online curriculum from World Class Benchmarking. Excellence and You focuses on our popular Chain of Excellence module, which is a focus on...
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Announcing Our 2nd Edition of Lead With Your Customer
Lead With Your Customer, by Mark David Jones & J. Jeff Kober. We wanted you to be the first to know: The 2nd edition of our successful book, Lead With Your Customer, is launching on Amazon! We are...
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Backing Up Customer Service
We have spoken about the importance of providing a great customer experience. But sometimes the best way to provide a great customer experience is to have a backup plan. In the last year, we’ve seen...
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Anticipatory Service
Just what is Anticipatory Service? Consider the following: Just before the holidays, I had a business trip planned, flying from my home in Orlando to Portland, Maine, and then driving to Augusta,...
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