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The clock is ticking on our 15 minutes of fame. Beyond the Arc is recognized by Forrester Research in its October 2010 report, Market Overview: Enterprise Customer Experience Transformation Consultants. The report profiles the usual suspects, large national consulting firms, along with a handful of boutiques specializing in customer experience. Forrester evaluated consulting firms because, [...]
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When was the last time you received a really compelling business communication? Considering the volume of email, letters, instant messages, and more that compete for our attention every day, it’s not surprising that your customers may miss an important message from you. Every business wants to create well-written communications that stand out, but they often [...]
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Improving your customer communications can help strengthen brand loyalty, increase sales potential, reduce support costs – and it makes good sense for your business. So how do you get everyone on board to make changes and rally toward a clear, consistent, and unified voice for your company? Consider the following best practices to help drive [...]
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Email is an excellent business communications tool. However, an organization’s employees may be receiving messages they find difficult to understand or of limited usefulness. Confronting the Email Deluge Given the ubiquity of email as a corporate communications medium, a Beyond the Arc client chose to focus on internal email improvements as a high priority. Our [...]
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Courtesy of the discerning Clive Mettrick at Business Research Lab and a defective pint of JavaChip ice cream, Starbucks had the opportunity to rise to the occasion. And it did – sending a dissatisfied customer an excellent problem resolution (‘apology’ in layman’s terms) letter that not only salvaged the relationship, but contributed to increased satisfaction [...] |
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