B2B customer experience is nothing like a consumer experience. Or is it? While the sales process may be vastly different for B2B, buyers are still people. They expect to be treated well, and they want open, honest, and timely communications. B2B buyers value trust just as much (if not more) than consumers. Relationships are critical, […]
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There’s no doubt that delivering a compelling customer experience is critical to building an enduring brand, but what happens when the experience ends? Does your brand fade from memory or live on? The way people think and feel about your brand extends well beyond the customer experience. In fact, some of your most vocal brand […]
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The mayor of Atlanta, Kasim Reed, took some heat recently for the unexpected firing of the general manager of the world’s busiest airport, Hartsfield-Jackson Atlanta International Airport. Why would Miguel Southwell, who arrived just two years ago, be out so soon? The answer surprised me. I met Reed at a luncheon on Monday where he […]
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