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August 8th, 2026

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Make Price Irrelevant: Customer journey mapping creates brand-defining...

Deliver on Experience: Commit to Developing Your Team's Soft Skills

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"Helper's High": Altruism Serves an Important Function in Business

Helping others is a key driver of employee satisfaction and best-in-class customer experience

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The Gen Z Stare: Why customer service feels colder than ever

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Signs of the Times: Keep Your Customer Communications Friendly

Be friendly to your customers in every way you communicate

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"Divine Discontent" Questions and Challenges can be Good for Business

Employees who complain are an opportunity for growth, reflection, and improvement

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Love, Loyalty, and Profitability: Customer experience is key over the long haul

Customer experience leaders consistently outperform competitors and the stock market

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"All Title and No Training" Don't let "Accidental Managers" Damage Morale

Development programs can help train future leaders

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Avoid "Hire's Remorse": Impress new employees the moment they get hired

Companies shouldn't miss the opportunity to capitalize on a new hire's initial excitement

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Make Convenience Irrelevant: "Location, location, location" takes a back seat

The right location isn't as important as the experience your brand consistently delivers

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Focus Your Training: Discover new employees' service aptitude

By testing service aptitude, you can boost your employees' ability to serve customers.

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Retail Traffic Reports: Interpreting the Indicator Data with a Grain Of Salt

Retail traffic is an important indicator of shopper behavior and a bellwether for retail sales results. If more people are visiting stores, there are more opportunities for retailers to convert shoppers into sales.

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Store Analytics: Franchise Networks Should Act More Like Chains

The benefits of tracking traffic and measuring conversion rates in retail stores have long been established and are now widely considered fundamental in retailing.