It's All About The Experience

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A blog about managing and improving customer experience and improving profits.


Technology In Education: 10 Retention Tools in Higher Ed
Technology In Education: 10 Retention Tools in Higher Ed
Student retention and re-enrollment are as critical to institutional survival as academic excellence. Student engagement drives re-enrollment and retention rates. Research shows many emerging educational technologies can improve engagement and so bring educational and financial benefits. Where to start?

8 Innovative Ways to Improve Customer Retention Using Email
8 Innovative Ways to Improve Customer Retention Using Email
The right email message on the right topic at the right time can bring customers back. Learn how eight innovative companies use email to improve customer retention.

Eight Digital Marketing Technologies That Can Improve Retention
Eight Digital Marketing Technologies That Can Improve Retention
Marketing has undergone a digital revolution over the past decade. Most have focused on new customers. This blog article treats 8 technologies that can help you hang on to existing customers.

You've Been Laid Off. What Now?
You've Been Laid Off. What Now?
The third in a series of articles on layoffs, this piece walks through the essential steps you must take when you are laid off.

Is There A Good Way to Manage a Layoff?
Is There A Good Way to Manage a Layoff?
Managers assigned to lay off a large part of the workforce rarely receive training before they are asked to do so. This article outlines best practices, and a few legalities managers should consider when implementing a layoff. A final section highlights Twitter's major layoff in 2022-3 as a recent case study, which identifies many things NOT to do in executing a significant layoff.

Bad News For the Holidays - Why Companies Lay Off Employees
Bad News For the Holidays - Why Companies Lay Off Employees
With some of the most prominent tech companies announcing layoffs in January of 2023 and more planned this December, a blog article about layoffs seems timely. This post is the first in three blog articles about layoffs. This article discusses why companies make layoffs. A second will cover how to administer a mass dismissal properly and share a case study of things you should not do if you are laying people off. A third provides advice on what to do if you are laid off.

24 Examples of Social Media Advertising Campaigns Small Businesses Can Use To Build Their Brands
24 Examples of Social Media Advertising Campaigns Small Businesses Can Use To Build Their Brands
Social media is one of the most influential elements of modern advertising. It has arisen from a trendy curiosity to a mainstay of consumer marketing. See 24 Examples of Great Campaigns You Can Copy.

The Difference Between Primary, Secondary, and Peer-Reviewed Sources (And Where Chatbots And AI Fit In)
The Difference Between Primary, Secondary, and Peer-Reviewed Sources (And Where Chatbots And AI Fit In)
A Management Consultant and Adjunct College Instructor reflects on the changing nature of research in light of the advancement of AI and Chatbots.

Buying and Delivery Preference -- The New Battleground?
Buying and Delivery Preference -- The New Battleground?
Pandemic stay-at-home rules forced users to experiment with new product and service delivery mechanisms. This need, in turn, has driven business leaders to quickly adapt and focus on consumer buying preferences and behavioral segmentations. New segments pop up almost monthly as consumers explore, then expect, alternative buying and delivery channels for goods and services. What to do?

Managing Board Room Biases
Managing Board Room Biases
Decision-making biases can lead boards to make the wrong decisions. Here we identify seven of the most common biases and explain how to immunize your board against them.