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Customer Experience

Fair Value Exchange: When Are Customers Happy to Share Their Data?
Personalization Isn’t Creepy—If It’s Done Right
 • 
Ward Rushton
Increase Conversion Rates by Adding Context to Help Customers
Tips to Help Your Customers Out
 • 
Ward Rushton
Email Über Alles: Why You Should Capture Contact Info First
How to design your intake process to mesh with human activities
 • 
Ward Rushton
The 4 Steps to Strategically Market Your Music
Why Going Viral Doesn't Matter Without A Strategy
 • 
Ward Rushton
Interactive Content: Engaging Your Audience Beyond Passive Consumption
Why Buzzfeed *almost* had it right and what they missed
 • 
Ward Rushton
Advice on Creating a Sales Funnel
Excerpts From The Fastest Sales Funnel I've Ever Seen
 • 
Ward Rushton
Product-Market Fit: How Substack Did Better Than Most Startups
How an unexpected AI addition to newsletter tooling made me realize what I wanted
 • 
Ward Rushton
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Why The Customer Is Always Right, But Your Old Retail Boss Is Wrong
How the modern interpretation of "The Customer is Always Right" misses the mark
 • 
Ward Rushton
Never Hide The Buying Process
Don't keep turning away customers with money in hand because you've hidden your buying process
 • 
Ward Rushton
What is a Customer Touchpoint?
Why Customer Touchpoints Aren't Enough for Good CX
 • 
Ward Rushton
Abusing a Brand Identity
"Equivalent Substitutions" are anything but
 • 
Ward Rushton
AutoZone: A Weirdly Good Customer Experience
From camshaft lag to customer loyalty
 • 
Ward Rushton
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