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Daily Archives: July 12, 2011
Why Your Employees Aren’t Delivering Better Customer Experiences
As a follow-up to my last post on What Your Employees Aren’t Telling You, let’s explore why the front-line’s strong knowledge of customer requirements doesn’t consistantly translate into better service delivery. The customer experience research I directed last year (http://bit.ly/oDzXg8) showed that, … Continue reading
