Calculating the #ROI of Customer Engagement #custserv #cex

We know that customer engagement matters. Yet much of our thinking about engagement remains simplistic. Most current definitions of engagement are bimodal – someone is either engaged or they’re not. But this is a limited view that hampers our ability to manage engagement in meaningful ways.A more sophisticated understanding of engagement allows community managers to effectively influence and change it, and even to calculate an ROI for engagemen

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Never Say Never – How to Become More Productive #smartcreatives

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Only last week I had promised a final chapter on the most recent question of mine, “Are We More Productive?.” Well, never say never….I was excited to read in….

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