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The Quickie Internal Customer Experience Diagnosis - Click To Read Article
Have any questions about the customer experience that your company delivers? Conduct a quick internal diagnostic. How does your company treat salespeople? The answer will be revealing.

Big Box Backlash - In Reverse - Click To Read Article
Why are ubiquitous "big box" retailers and service providers taking over the landscape and thriving. Because, at the very least, they pick up the phone when you call. One would think that "Mom & Pop" would provide great service...but sometimes they are asleep at the switchboard.

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About the Author


Zachary Conen
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Zach is the Vice President of Marketing for LRA Worldwide, Inc. a Horsham, Pa.-based consulting firm specializing in Customer Experience Management or CEM. LRA helps clients such as Starwood Hotels & Resorts, Hard Rock, First Niagara Financial Group, the PGA TOUR and the NBA design and deliver the optimal customer experience across all key touch points and channels. Zach is charged with coordinating the firm’s marketing, public relations and sales efforts. He has written and placed articles about Customer Experience in CRM Weekly, Training Magazine, National Hotel Executive, Brandweek and Hotel & Motel Management, among others. Prior to joining LRA, Zach worked in the sports industry in various sales, marketing and public relations capacities. Zach earned his undergraduate degree from the University of Pennsylvania, and his MBA in marketing from Temple University. He is currently an adjunct instructor in the Sports Leadership program at Northeastern University. You can reach Zach at zach.conen@lraworldwide.com.
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