Overview of Customer Experience
In the context of developing trends and the need to enhance quality of life, customers today have higher expectations when using and experiencing the products…
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Change Management: Lessons from the Fable and Real-Life Story of Wal-Mart
Let’s temporarily set aside the dry concepts and explore the change management fable by John Kotter and the real-life story of Wal-Mart’s failure in South…
Effective customer experience management methods
In the previous article, HRDC explored customer experience, categorized different types of customer experiences, and highlighted the importance of enhancing customer experience for businesses. So,…
Customer experience measurement methods (Part 1)
The method of measuring customer experience depends on the characteristics, goals, and KPIs of the business. 1. Measuring customer experience through customer effort score (ces)…
7 mistakes that lead to internal training failure
Human resources are the core factor for maintaining and developing a business. Building a workforce with strong skills, experience, and a positive attitude dedicated to…
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