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Looking to improve customer experience? Sell more!

Last week, I received a report from a colleague, John Goodman, Vice Chairman of Customer Care Measurement & Consulting (CCMC) that was based on a 2021 Customer Delight Study conducted by CCMC. There was a section in the report titled Monetary Delighters that detailed the benefits of cross-selling to customers,

October 19, 2021

What was the name of that wine?

Have you ever enjoyed a bottle of wine at a restaurant and then, days or weeks later, could not recall the wine’s name? On occasion, to improve the odds of recalling the wine, I’ll either take a picture of the bottle with my phone, scrawl the wine’s name and year

November 10, 2011