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Archive for August, 2009
What American Taxi is doing wrong… (and maybe you too)
Lots of companies make the mistake of believing that just creating an online version of your services is enough to minimize costs, increase ROI and expand your market share. What they forget is that bad implemented solutions (or weakly integrated channels) can hurt the customer experience more than the lack of service in the first place.
Posted: August 30th, 2009 under Business, Call-Center, Customer Experience, Customer Retention, Information Architecture, Privacy & Security, Ramblings, Standing Out, Usability.
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