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by Mark Withington, on Feb 28, 2018 1:21:53 PM

Unpacking Customer Satisfaction (CSat) In our first installment, “If Yogi Berra Visited the RMV...” we described a very simple and straight forward process Accelare developed to dramatically reduce wait time …

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by Mark Withington, on Feb 23, 2018 8:30:00 AM

He might have asked, “Are you [customer] experienced?”, but then again, probably not. One thing he would have most likely agreed with, though, is that nearly all of us have had a …

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by Mark McCormick, on Feb 22, 2018 3:59:10 PM

Creating good customer or constituent experiences is the difference between great companies and all others. What is a great experience? My working definition: a great customer experience delivers the outcome …

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by Matt Burke, on Feb 21, 2018 4:22:42 PM

How do you measure the value of business architecture? This is a constant question I get from our customers. It is also proven to be quite a challenge to answer. My response has changed over time as …

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