Customer Loyalty and Maryland - Tech Customer Success

What Are Micromoments, & Why Are They So Important?

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MARCH 30, 2021

I was inspired by a man in Maryland who has a knack for making paper cranes. A paper crane the Maryland man gave to his barista, saying “she always does a good job for me so I decided to recognize her with a paper crane.” ” What I love about this is it’s a really small moment that makes a big difference.

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Is Your Customer Service Department a “Factory of Sadness”?

Customer Bliss

MAY 3, 2017

He’s been published numerous times in the Harvard Business Review with articles such as “ Kick-Ass Customer Service ” (January-February 2017), “ Dismantling the Sales Machine ” (November 2013), “ The End of Solution Sales ” (July-August 2012) and “ Stop Trying to Delight Your Customers ” (July-August 2010). Matt holds a Ph.D.

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Tech Customer Success

What Are Micromoments, & Why Are They So Important?

Is Your Customer Service Department a “Factory of Sadness”?

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