Customer Experience Design Consultant
Lookup By Industry Archive
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We are the 90%
Good customer experience isn’t about expensive, extensive programs—it’s about the little things. Simple things.
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Example: Audience Needs Workshop
One of my newest clients, a mortgage servicer, engaged me to help refine how they communicate with their audience—homeowners in a foreclosure situation. For me, this…
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Everything I Need to Know … I Learned at the Dairy Queen
This article was originally published in the Fall 2008 TAVMA (Title Appraisal Vendor Management Association) Newsletter During down business cycles marketing budgets are often reduced,…
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4 Tips for More Engaging Facebook Pages
Social media is not rocket science. It’s about people socializing and connecting. It is simply being human. It’s about the social – NOT the media.
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The Devil is in the Details: How a password reset lost a customer.
It’s not just the functional design of interactions, but how you handle the customer when they fail, that determines your customer retention success.
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Greyhound Bus fails to pick up ticketed passengers…
I understand buses run late. I understand schedules can get really behind. But what I don’t understand is how a scheduled bus can bypass customers with purchased tickets just to make up time on a schedule.
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Mortgage & Title Industry Articles
Mortgage & Title Industry Articles Case Study: Mortgage / Title Insurance B-to-B Customer Experience (CX) >>> Title Insurance and Coffee: Be Starbucks not Folgers >>>…
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Social Media Resources for Mortgage Services Companies
A list of social media resources for professionals at companies who serve the mortgage and servicing industries. Includes statistics, reference articles and who to follow on Twitter.
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Webinar: Using Social Media to Drive Business
While written specifically for the mortgage services industry, this Webinar will provide both strategic and tactical advice on how companies of any size can use social media to drive business.
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People and Their Passions… Why Social Media Works.
It’s hard to describe that “spark” that ignites social media because it is different for each and every person.
