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What do Netflix, FedEx, and Chick-fil-a have in common? Customer Experience

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Customer experience has one meaning: It’s the interaction between a brand and a customer. And for the most part, businesses large and small want a similar outcome from their customer service experience. They want to put a smile on their customers’ faces, send them home happy, make sure they come...

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VIDEO: Matt's Potpourri of Online Listings

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Welcome, my friends and students, to another edition of WebPunch's School of Online Reputation Management. As always, I'm your professor, Matt Jones. Let's talk about local listings and how your business is presented to the public when they are looking for them. There are a lot of things going...

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The Meaning of Customer Experience

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Years ago, when I was working in the food-service industry, a customer came up to my counter to order something. It was clear that the customer was not having a good day, so I pried a little. While I didn’t get any details, I gathered that I was correct in thinking that the customer was in a...

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Online Reviews: Can You Pass the Test?

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Ah, the drudgery of responding to online reviews. It’s something many business owners can easily let slip by the wayside, often not budgeting time for it despite it becoming an increasingly important aspect of every small, medium, and large business.

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The QR Code Reborn

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Remember those alien looking marks you’d see around town?

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It’s All About Trust: A Brief History of Online Reviews

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I want to take you back to 1999, when cargo pants were cool, when Bill Clinton was having some problems, and I was in college. Swing dancing came back. It was all the rage. And for those of you who don't know, it's still a pretty cool thing. But it was during that time when online reviews really...

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How Google Strokes Egos

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“I did it!” my mind yelped as I basked in the glow of Google’s digital fireworks exploding on my mac, parading me as a great adventurer and popular man about town.

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How to Get All Your Locations to Show in Google Search

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Google is every business’s friend. They may switch things up regularly and make businesses jump through hoops when it comes to search rankings, but Google is still a much-needed bestie.

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How Employees Can be a Wrecking Ball to a Brand

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Layoffs, firings, and low morale are inevitable. If prevented, however, a brand could save itself a lot of business. Every year, companies lay off thousands of employees due to restructuring, shrinking revenues, or a sluggish economy. But what about all the lost revenue that comes from that?

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VIDEO: Reviews. Can You Really Say That?

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What's up, WebPunchers? This is Matt Jones, your Professor of WebPunch's School of Online Reputation Management. Life is good. Sorry it's been a little bit of time, but we're back. My drone cuts are finally healing, I'm back to the gym, so things are off to a good start here in March.

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