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March Madness Metrics: 2015 Edition

It’s March Madness, Baby! Most readers will recognize this catch-phrase celebrating the annual NCAA men’s college basketball tournament whose opening rounds just concluded. The tournament includes 64 teams organized into four separate regions which play over three long weekends until deciding a champion. Some – including me – believe it’s the most exciting tournament in…

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Five Steps to Walking the Customer Experience Talk

Companies want to deliver an incredible customer experience.They also want to turn a profit, increase market share, and engage their employees. If those goals don’t seem surprising, it’s because they shouldn’t be. Forrester’s latest Customer Experience Index report finds companies that outperform their peers in customer experience are likely to turn customers into repeat customers, and repeat customers…

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Bad Is Stronger Than Good

What Have I Read Lately (WHIRL)? I’ve just read the 48-page survey article entitled ‘Bad Is Stronger Than Good’: The greater power of bad events over good ones is found in everyday events, major life events, close relationship outcomes, social network patterns, interpersonal interactions, and learning processes. Bad emotions, bad parents, and bad feedback have…

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