Vox Voice
Issue VI
February 2008
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In our experience, most companies expound about their "commitment to customers," which often translates into saying "thank you for holding for 20 minutes. Account number please." In this issue of Vox Voice, we take a look at what it means to do right by your customers. It's not just about being nice (or pretending to be nice). Companies need to understand what they've promised to deliver, and then meet or exceed expectations for their unique brand promise. So, welcome, thanks for waiting, and dig in.
~ Bill Cusick, CEO
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Article: "The Five Keys to Customer Experience"
http://www.voxinc.com/customer-experience-articles/five-keys-to-customer-experience.htm ____________________________________________________
From www.irrationalcustomers.com: "Thank You for Flying...or Not"
http://www.irrationalcustomers.com/blog/2008/02/11/thank-you-for-flyingor-not/ ____________________________________________________
Vox CE Opinion: "When Polite Becomes Annoying"
http://www.voxinc.com/customer-experience-articles/when-polite-becomes-annoying.htm ____________________________________________________
Woman v. Automated Deli Order-Taker: A sandwich from a machine?
This week Jeannie takes on the auto-deli machine at White Hen
http://www.voxinc.com/blog/ ____________________________________________________
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- Issue XIX - April 2009
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