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Helping Customers Lose Wait
I’m so tired… tired of waiting… tired of waiting for you… Oh… sorry… I’m just sitting here singing to myself as I wait on hold for the reservation agent to pick up. I might as well do something...
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Whatever You Do… Don’t Confuse Experience with Reality
“We don’t see things as they are. We see things as we are.” Anais Nin “There is nothing either good or bad, but thinking makes it so.” Shakespeare (Hamlet) Many organizations have placed an...
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Getting Beneath the Voice of the Customer
Doesn’t it make sense that: If you want to know what customers want, just ask them. If you want to see if they’re satisfied with the experience, just ask them. If you want to know if they’re come back...
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