I just got this handwritten postcard from my mail order pharmacy (see below). It put a smile on my face and left me impressed that the company and this individual would take the time to reach out in such a personal manner. It’s just one of many steps the firm has taken to ensure that… read more >
DCG research and articles about: touchpoints
CEM is an imperative because you're either competing with superior customer experiences -- or you're not even part of the game.
Tim Walters, Ph.D.,
The CEM Imperative.
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IT Director of Applications,
Presbyterian Homes and Services