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“The role of customer service is to mitigate disloyalty by reducing customer effort.” – The Effortless Experience It’s been 3 years since the publishing of “The Effortless Experience,” a book chock-full of research confirming what customers have long found obvious but… Read More
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Case Deflection, Defined & Measured
What exactly is deflection, and how do we measure it? This is one of the most frequently asked questions I receive from clients. There is overwhelming evidence that customers want to resolve their own issues via self-service, and doing so… Read More
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When Color Distracts
Color can occasionally distract from the core theme of a photograph. I find that a simple black and white contrast is sometimes the best way to tell a story, and that’s exactly how I prefer to view the Statute of Liberty from the… Read More
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How to (Legally) Become a Professional Photographer
A common question asked by an amateur photographer looking to turn professional is, “what equipment do I need?” I’ll skip the discussion around skill and experience being more important than equipment, but before you rush out and buy any equipment… Read More
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Myths About Lens Compression
One of the first concepts I learned about in portrait photography was “Lens Compression.” The common assumption is that a telephoto lens will “compress” the foreground and background together. This produces a more pleasing portrait that doesn’t distort facial features… Read More
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