Expertiential Design
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Expertiential Design
The art of designing engaging and meaningful user experiences for customer development.
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App engagement is the new customer experience!

App engagement is the new customer experience! | Expertiential Design | Scoop.it
So what's new? Mobile marketing automation.

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Eric_Determined / Eric Silverstein's curator insight, June 23, 7:54 PM

"In 2014 - 1 trillion push notifications were sent! But with turn-off rates approaching 60 percent, developers are having to dig deeper to reach users who already have their apps.


The challenge, of course, is that #app developers are continually pushing two heavy boulders up the mountain of mobile success: user acquisition and #mobile #engagement.


Get users and you have a shot at engaging them. Engage them and you have a shot at monetizing them. Monetize them, and you might be the new king of the new hill.


The reality is that as a result of our massive and rapid shift to mobile as the default way of interacting with the world, understanding and engaging customers via mobile is rapidly becoming the forefront of #customer #experience for both tiny mobile-only startups and massive 100-year-old enterprises — more so than email, phone, or in-person experiences."


How about the power of #social #media - not only can it drive engagement, but also facilitate new users, do you agree?


[url=/u/2435257 x-already-notified=1]SNAPCIOUS[/url] we enabled existing branded apps to automatically become social across 10 social and messaging networks leveraging visual #gamification.

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Customer Experience Needs Vision

Customer Experience Needs Vision | Expertiential Design | Scoop.it
The challenge for organizations is to provide a customer experience that matches expectations in every channel and keeps customers coming back.

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Joe Cardilino's curator insight, June 4, 1:26 PM

Right, how many people on the team can deliver on the promise so elegantly painted by the media technologists with beautiful graphics, box stock and replicated with today's interfaces???  It's always about us though... 

 

#iknojo

Sue Walsh's curator insight, June 4, 7:48 PM

Love this simple diagram. It always amazes me that when an organisation becomes inward thinking and thinks it know best, product information is confusing and complex ... and does not meet customer needs/expectations/desires.

Romain MAZUIR's curator insight, June 10, 5:34 PM

CX mantra ? #H2MWP

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Why Bad Customer Experiences Happen - #Infographic

Why Bad Customer Experiences Happen - #Infographic | Expertiential Design | Scoop.it
It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.

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Darcy Bevelacqua's curator insight, May 19, 9:37 AM

A great customer experience is dependent on understanding the customer needs and responding quickly to solve problems. Every organization has some bad customer experiences -take care of them and customers will forgive you and stay around. 

Maurice Couture's curator insight, May 19, 10:12 AM

Ces résultats démontrent encore une fois l'importance d'un bon service à la clientèle, notamment de répondre bien et rapidement aux demandes des clients. Les avis en ligne sont de plus importants et les avis les plus longs sont associées à des clients insatisfaits. 

Sun Social SEO's curator insight, May 22, 8:56 AM

Online reviews are one of the "Four Pillars" of digital presence.

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Gamification harnesses the power of games to motivate

Gamification harnesses the power of games to motivate | Expertiential Design | Scoop.it
Gamification works because our responses to games are deeply hard-wired into our psychology. Game design techniques can activate our innate desires to recognize patterns, solve puzzles, master challenges, collaborate with others, and be in the drivers’ seat when experiencing the world around us. They can also create a safe space for experimentation and learning

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Jean-Marie Grange's curator insight, April 7, 10:43 AM

Gamification works!

Jonathan Wade's curator insight, April 14, 1:32 PM

So, can we use our tendencies and appeal them in order to make ourselves better?  If so, where are the ethical boundaries?

David W. Deeds's curator insight, April 19, 9:09 AM

¨We´re hardwired¨...I like that. ;)

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5 #Mobile #Customer #Experience Lessons From 2015 @SXSW

5 #Mobile #Customer #Experience Lessons From 2015 @SXSW | Expertiential Design | Scoop.it
Mobile was the main topic of SXSW: here are 5 mobile customer experience lessons we can take away from this 2015 edition.

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CIM Academy's curator insight, March 30, 5:49 AM

Improving the customer experience of mobile marketing is important and this article highlights some important lessons.

Jean-Marie Grange's curator insight, March 31, 2:40 PM

"If you don’t establish your online and mobile presence, someone else will do it for you. At your peril."

Nedko Aldev's curator insight, April 27, 6:04 AM

 

724
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The #Digital Era's Biggest #Marketing Change - The Customer

The #Digital Era's Biggest #Marketing Change - The Customer | Expertiential Design | Scoop.it
The brand-centric approach of yesterday is quickly being replaced by customer-driven everything, where customers are dictating the style, quantity ...

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Eric_Determined / Eric Silverstein's curator insight, March 19, 3:13 AM
1) Creating a compelling #customer #experience in the #cloud-first, #mobile-first era

2) Using big #data to walk a mile in the customers’ shoes


3) The #digital era’s version of from “the horse’s mouth”


"In the end, the key to obtaining a competitive advantage in the digital era is for enterprises to understand the preferences of their customers. In addition, businesses have to digitally transform their business by adopting the right devices and services in order to be able to respond quickly to changing client demands as well as the disruption unleashed by innovative competitors.


Doing so will put businesses on a course to achieving success in the new customer-centric reality, as they will learn more about their customers, deliver the experiences that today’s smart shoppers demand, and get more involved with the new forms of communication that consumers favour.


Ultimately, businesses will be able to personalise the customer experience, differentiating their brands, and most importantly build customer #loyalty in the digital age."



Patrick Findlay's curator insight, March 19, 4:29 AM

A quick guide to better use your digital marketing to match your customers needs. Be relevant!

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#Mobile Revolution

Mobile as revolutionized our lives, up to the point it's becoming an extension of our brains! Why? What are the specific mobile characteristics of mobile that …

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Eric_Determined / Eric Silverstein's curator insight, March 9, 10:39 PM

Key to #Mobile Success:


1. Think utility / solving a problem

2. Anchor mobile #experiences in the physical world / real life

3. Give your users / customers (super)powers


If you attended #MWC15 share your insight


Are you empowering your customers?

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The New #Brand Building in the Era of #Engagement

The New #Brand Building in the Era of #Engagement | Expertiential Design | Scoop.it
At our core, marketers are storytellers. We love to tell stories that evoke emotion and pull at heartstrings. As I have shared my vision of the next era of marketing, I’ve talked about how marketing is changing. But, in this post let’s start with how it’s not changing when it comes to building a brand. Then, we can turn to how we, as marketers, will need to change to build our brands in the next era of marketing.

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Eric_Determined / Eric Silverstein's curator insight, March 5, 12:52 AM

"Customers are now the keepers of our brand in this new digital world, and we need to build it with them"


What are your thoughts on @Marketo 's question: "Has the rise in digital technology changed the stories marketers tell and the way we tell them?"


My thoughts "The story gets told through the eyes of your customers. What brands need to do is simplify the current tool sets to make it easier for your customers to share their stories while engaging with your brand, then reward their engagement"


The basis for @SNAPCIOUS - inserting a mobile social engagement platform on brands existing mobile apps to enable customers to stay engaged directly with the brand, while rewarding their social share.

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10 #Customer #Experience Quotes To Improve #Engagement

10 #Customer #Experience Quotes To Improve #Engagement | Expertiential Design | Scoop.it
"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves." Apple’s mission through the very words of its mastermind Steve Jobs. Some of the most successful companies have one thing in common – they offer an amazing customer experience. If you’re working on improving your strategy, get inspired by these eye-opening customer experience quotes, to help you foster client engagement.What Steve Jobs is teaching us is that the

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Bharat Employment's curator insight, February 12, 11:45 PM

http://www.bharatemployment.com/

sharon lewis's curator insight, February 15, 1:20 PM

Some quotes not before seen, all reinforcing the message of "the customer rules!"

Enjoy

Arielle Monnerot-Dumaine's curator insight, February 16, 12:30 PM

Difficile de choisir ! Et vous ?

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How #Mobile & #Loyalty Programs reward #customer #experience

How #Mobile & #Loyalty Programs reward #customer #experience | Expertiential Design | Scoop.it
Small businesses can now target specific customers, influence their behavior and keep track of the results, while offering better rewards.

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Eric_Determined / Eric Silverstein's curator insight, January 30, 6:07 AM

With every business focused on #mobile #engagement, don't forget the emotional  connection:


“All organisms, in different ways, are drawn to goals,” said Oleg Urminsky, who teaches marketing research at the University of Chicago Booth School of Business. “The closer we are to achieving our goals, the more motivated we are to keep doing something. As mice on a runway get closer to a food pellet, they run faster.” Similarly, he said, “as people get closer to having a completed card, the time between visits gets smaller.”


Being able to reward the engagement while making it easy for your customers to do everything via mobile, that's a good way to build #loyalty with your brand, do you agree?


Which loyalty program do you currently use most via mobile?


Do you prefer doing business with a brand that has a well established loyalty program, or can do without? 

Bharat Employment's curator insight, January 30, 11:18 PM

www.bharatemployment.com

Sadel Ekmeiro's curator insight, February 2, 1:46 PM

Which loyalty program do you currently use most via mobile?

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How to design for thumbs in the Era of Huge Screens

How to design for thumbs in the Era of Huge Screens | Expertiential Design | Scoop.it

Mobile screen sizes on the whole are becoming more similar, and that’s a good thing. But it also means that we can’t just treat screens in the 5.5” range simply as a scaled-up version of a smaller phone. Grips completely change, and with that, your interface might need to do so, as well.


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Gestures & Animations: The Pillars of Mobile Design

Gestures & Animations: The Pillars of Mobile Design | Expertiential Design | Scoop.it

The more you rely on gestures over visible buttons, the greater the possibility for confusion.


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In #CX, you must accelerate, match or outpace the speed of market transformation

In #CX, you must accelerate, match or outpace the speed of market transformation | Expertiential Design | Scoop.it

cellist book from Mr Solis...The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, marketing, and support models.
Social, mobile, and real-time each contribute to a new reality for customer experiences and engagement.


Via Eric_Determined / Eric Silverstein
Michael Allenberg's insight:

Excellent book from Solis... #innovateorDie

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Eric_Determined / Eric Silverstein's curator insight, November 25, 2014 11:31 PM

As @BrianSolis rightfully points out:


"The customer landscape is shifting. It always does. This time, however, the door to Digital Darwinism has been kicked off its hinges. #Technology and society are evolving faster than the ability to adapt. Consumers are becoming more connected. As such, they’re more informed. With information comes empowerment. And with new found connectedness and power, customer expectations begin to shatter current sales, #marketing, and support models.

#Social, #mobile, and real-time each contribute to a new reality for #customer #experiences and #engagement."


Will your company be ready for the customer of tomorrow?

Darcy Bevelacqua's curator insight, November 26, 2014 4:43 PM

Customers are more connected, informed and empowered than ever. Keeping up with the pace of change is geting more difficult. What are you doing to prepare for tomorrow? 

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Accordions on Mobile

Accordions on Mobile | Expertiential Design | Scoop.it
Accordions conserve space on mobile but they can also cause disorientation and too much scrolling. Easy design fixes improve the usability of these UI elements.

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Thinking Like An App Designer

Thinking Like An App Designer | Expertiential Design | Scoop.it
There’s more to designing mobile apps than meets the eye. The task requires a deep knowledge of devices, and it often me…

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Romain MAZUIR's curator insight, June 1, 3:06 PM

Thinking Like An App Designer #UX #H2MWP

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How Simple Questions Lead to Great Innovations

How Simple Questions Lead to Great Innovations | Expertiential Design | Scoop.it
There is a myth that successful companies begin with grandiose ambitions. The implication is that entrepreneurs should start with megalomaniac goals in order to succeed. To the contrary, my observation is that great companies began by wondering about simple things, and this leads to asking simple questions that beget companies:
Therefore, what? This question arises when you spot or predict a trend and wonder about its consequences. It works like this: “Everyone will have a smartphone with a came

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Eric_Determined / Eric Silverstein's curator insight, April 22, 12:48 PM

If you had to come up with one keyword when it comes to #innovation, what would you use?


I would start with #Simplicity, share yours.


Sir Richard Branson: “Complexity is your enemy. Any fool can make something complicated. It is hard to keep things simple.”


#CX  In a #Mobile First world, continuous opportunities for improvement.

ProPM Canada's curator insight, April 28, 10:47 AM

Hands-free, integrated car stereos, smart thermostats,...all responses to a need that were simple and logical.

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Why Simplicity May Be the Secret to #Brand Success

Why Simplicity May Be the Secret to #Brand Success | Expertiential Design | Scoop.it
We live in an era of boundless choices, rapid innovation, and all-important peer recommendations.

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Eric_Determined / Eric Silverstein's curator insight, March 31, 2:49 AM

As Richard Branson said: "Complexity is your enemy! Any fool can make something complicated. It is hard to make something simple".


As #Mobile becomes the most personal channel for many of your customers, and Margaret highlights the importance of peer recommendations, how are you making it easier for your customers to #engage?

Patrick Findlay's curator insight, March 31, 4:15 AM

Keep it simple, that's the name of the game.

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The Beginning of the End of Storytelling

The Beginning of the End of Storytelling | Expertiential Design | Scoop.it
The marketing industry is obsessed with telling stories, but brands need to become story makers, not storytellers, writes David Berkowitz.

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CIM Academy's curator insight, March 24, 5:45 AM

This article suggests that professional marketers should to focus their efforts storymaking in order to build brand awareness.   

Amarens Schuurmans's curator insight, March 24, 7:43 AM

Luister je naar verhalen van je klanten of druk je jouw verhaal, koste wat het kost, door. #Focus op het faciliteren van verhalen door jouw doelgroep en verrassende punten zullen naar voren komen. Tenslotte vertelt een goed verhaal zichzelf.

Arielle Monnerot-Dumaine's curator insight, April 2, 11:48 AM

so true ! 

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How Agile is your business?

How Agile is your business? | Expertiential Design | Scoop.it
Marketers Don’t Create Customer Journeys…Customers Do

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Eric_Determined / Eric Silverstein's curator insight, March 11, 1:41 AM

"#Marketers Don't Create #Customer #Journeys ... Customer Do"


For businesses to succeed today you need to align your brand promise to what your customers expect and wish.


One thing we can be assured in life is Change!


How agile is your business?


Sanjay @Marketo highlights the #1 skill/solution CMOs are seeking in 2015: #Digital #Engagement.


I would elevate it to Digital & #Social Engagement, do you agree?


Your business will grow by strengthening your #loyal #community. Their social reach and #influence will have a direct impact to your bottomline.


Share your thoughts?

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Does My Business Really Need A Mobile App?

Does My Business Really Need A Mobile App? | Expertiential Design | Scoop.it
If you already have a mobile-friendly website, is an app a necessity? Contributor Daniel Cristo says you only need one if you don't want to fall behind the competition.

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The New Science behind #Customer #Loyalty

The New Science behind #Customer #Loyalty | Expertiential Design | Scoop.it
The power of Customer Experience and growing competition are driving companies to take a more scientific approach to building customer loyalty.The term Customer Experience is becoming increasingly used to describe all the touch-points, engagements and interventions that your customer has with your people, your products and services, and your brand. Ensuring a consistent and positive experience throughout these will ensure customers are happy to continue spending money with your company rather th

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Darcy Bevelacqua's curator insight, February 19, 4:56 PM

Customer experience is more important. Understanding how to make it easy and efficient is essential to long term growth. It's important to get started now. 

Mike Donahue's curator insight, February 20, 10:53 AM

I like that Forrester factors emotions into their ranking, something NPS does not, making for a more complete measurement and predictor of consumer loyalty.

Wafa Hammedi's comment, March 3, 4:37 AM
Romain, What is the new science then??? Very curious to learn about that from you in class ! your insights will be beneficial to all the students in class ! Great job !
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The Inevitability of a #Mobile-Only #Customer #Experience

Slides for Altimeter's webinar: The Inevitability of a Mobile-Only Customer Experience Watch the webinar replay at: http://www.slideshare.net/Altimeter/webinar…;

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Eric_Determined / Eric Silverstein's curator insight, February 11, 2:06 AM

As @BrianSolis highlights:


"Companies must design #mobile-first and mobile-only #customer #journeys to prevent channel-hopping and multi-screening, thus increasing conversions"


Is your company making the commitment to mobile?

Bharat Employment's curator insight, February 12, 12:18 AM

http://www.bharatemployment.com/

Mike Donahue's curator insight, February 13, 10:14 AM

Nice deck with plenty of compelling stats. I would argue the mobile-only experience is already here for many people. Some by necessity and other sby choice. Ignore at your own risk.

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2015 State of Marketing through Visuals

2015 State of Marketing through Visuals | Expertiential Design | Scoop.it
Whether you are telling a story or sharing important #marketing data, here is a great example how images  convey each point. Heike Young @Salesforce shares key 2015 marketing trends. Which one is y...

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Eric_Determined / Eric Silverstein's curator insight, January 27, 12:36 AM

Heike Young @Salesforce uses clever images to convey their latest report on the state of #Marketing for 2015.


Which one is your favorite GIF?


With companies focused on #Mobile Marketing to drive closer #engagement with their customers, and leverage the power of #social #media, which #brand in your opinion delivers the best #experience on mobile today?

Bharat Employment's curator insight, January 28, 12:04 AM

www.bharatemployment.com

Sue Walsh's curator insight, January 28, 7:03 PM

Makes d=some great points ... and is sure to bring a smile to your face :-)

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2015 An Explosive Year For Visual Content

2015 An Explosive Year For Visual Content | Expertiential Design | Scoop.it
Content is and will be the king; it holds true for any medium – print, radio, TV or social media. One of the trends that we have witnessed in 2014 at Lighthouse Insights (LI) while reviewing social…

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Eric_Determined / Eric Silverstein's curator insight, December 15, 2014 7:27 PM

Top 9 Quotes from Digital executives, which will apply globally!


1. "Good #storytelling in 2015 will be all about what we see"

 

2. "We can expect a shift from pure play brand related content and more emphasis on #engagement, entertainment, infographics

and topical issues. The trick here will be to connect this communication with brand values and identity, creating shareable content."

 

3."Seeing is believing – that is how #content will be created and consumed in 2015 for digital properties."

 

4. Audience would see the magic of Art + Technology + #Gamification + User behavior and in future should expect Biometric data to be added giving users personalized storytelling."

 

5. "The internet was built on text and codes, but 2015 could potentially be the year where users shift to consuming and brands shift to establishing unique & original visual languages on #social #media."

 

6. " #Visual is a trend that’s going to influence how humans communicate in future. I find this ironical, considering man’s first attempt at communication was visual too… remember cave drawings? Who knows what the future holds."

 

7. "What matters most in visual content are things that relate to people’s lives. Emoting expressions on social media in the form of #stickers is going to empower the rest."

 

8. "In 2015, visual content will only become more evident as social media will get increasingly #mobile, with more #Apps for businesses and consumers to use."

 

9. "We have followed a pattern of evolution. It starts being text or information heavy, graduates to minimal visual representation, strikes a balance between the two and finally reaches the “A #picture is worth a thousand words” stage."


How do you see the evolution of visual content?


Which statement above do you like best?

Riyaj Rahmathali's curator insight, December 22, 2014 2:59 AM

Content is and will always be the king...

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Blurring the lines between #Digital & Physical to deliver the best #CustExp!

Blurring the lines between #Digital & Physical to deliver the best #CustExp! | Expertiential Design | Scoop.it
After what most would consider a brutal holiday shopping season last year thanks to a well-publicized data breach, Target is rebounding with a slew of mobile and digital investments aimed at driving foot traffic.

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Eric_Determined / Eric Silverstein's curator insight, December 10, 2014 3:48 AM

With brands such as @Target leveraging #mobile games with in-store experience through unique codes to unlock the next level, it's important for the future of retail to blend digital with physical, do you agree?


I had posted a previous article of successful campaigns from @MarcJacobs & @Nordstrom leveraging their social engagement via @Twitter & @Pinterest to drive results:


http://sco.lt/8p3ds9 "How to Link Social Engagement with Real Business Results"


Share your thoughts.