Convenience is good for business
What distinguishes a great service or product these days? The range is wide, the design must appeal, it must meet needs and deliver...
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Dirk H Horn
Oct 7, 20223 min read
How 'clicking' helps with customer intimacy
The average person meets upwards of 10,000 people in their lifetime. That number highly depends on who we are and what we do. A...
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Dirk H Horn
Oct 7, 20223 min read
The eyes are the window to the soul
Driven by our work and research in customer experience we are confronted with the importance of eye-cntact every day. Imagine a waiter in...
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Dirk H Horn
Oct 7, 20223 min read
The Positivity Effect - Part 1
You hang up the phone with customer service, feeling good. They have solved your problem, and the atmosphere felt constructive. Even if...
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Dirk H Horn
Oct 7, 20223 min read
How do you bring life to your customer experience?
Creating Customer Journeys, Marketing Campaigns and establishing Customer Service standards is not the whole story. Like people,...
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Dirk H Horn
Apr 28, 20200 min read
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Dirk H Horn
Apr 28, 20204 min read
Do we need to look at Innovation in a different way?
Innovation is key: It provides a competitive advantage and it is the differentiating factor between those who thrive and those who fail....
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