How to Build Rapport with Your Online Customers by Amy Clark

Customers are customers only when they buy. All the rest of the time they are people. In our many efforts to keep afloat and sell products, we often find ourselves scrambling to make “the sale.” Whether that’s through better product design, better user experience or ease of use and leveraging of customer information/profiles, we all are out for the same thing. But how does that reflect in your engagement with the people who buy your product? Too often we forget what it’s like to be treated as more than a potential sale. Just last week I was on a site and put a few items…

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Making sense: service dominant logic

As an attendant of the MOOC Making sense of service logic, i will post about the course.   Is it rational for a 60-year old guy to attend a course? I guess it does. Having started workin in the 70’s (another era of transition) i observed the shift to services. Starting my career in banking, i was happy to shift to customer service in management and leadership roles. Looking back, contributing to the success of the companies i worked for were the external orientation, employee engagement, knowledge management and a solid foundation of process- and IT management. Now professionals, companies and society…

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