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Automotive
by Karl Greenberg The program, within the Infiniti's Total Ownership Experience, is meant as (in the company's words) "'anything, anytime, anywhere' concierge service with the personal touch of talking to real people." It's free for the first four years from the date of purchase of a new Infiniti vehicle. ...Read the whole story >>
Telecom
by Aaron Baar
It's not as though executives within the carriers don't know there's a disconnect between their companies and the customer experience. More than two-thirds (68%) said their corporate mindset is out of sync with new forms of service delivery, and nearly three-quarters (72%) said there's poor alignment among marketing, sales and IT within their organizations. ...Read the whole story >>
Packaged Goods
by Tanya Irwin Cat owners can share two favorite photos with captions that describe each moment by submitting them to www.DoubleTakeContest.com through Aug. 22. Selected photos will be featured in a national print ad for Princeton, N.J.-based Arm & Hammer. ...Read the whole story >>
Automotive
by Karl Greenberg
The firm's 2011 Total Quality Index says "quality" has to reflect the sum of the emotionally relevant experience for the new car buyer. In the study, Land Rover and Jaguar were the leading brands, with Jaguar XJ having the highest Total Quality score in the industry and with Land Rover LR4 in the near-luxury SUVs. ...Read the whole story >>
Food
by Karlene Lukovitz Menchie's is not in the business of selling frozen yogurt, but the business of "making people smile," it says, and the company views its relationship to communities and its stores' environment, service and atmosphere as even more important than the product. Adding the toys is a way to enhance the "multidimensional experience, ...Read the whole story >>
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