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She Lied To Me: A Great Customer Service Experience Turns Ugly
Company Policies There’s no lying in customer service! Here is a short version of the story. On a recent trip I met…
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Stuck in the Middle – Do Customers Belong Here?
While on a client engagement, I could hear customer service personnel repeatedly apologizing to customers. When asked why, they informed me of…
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Sony Delaying Sale Of Playstation 4 in China For Various Reasons
Sony has decided to delay sales of its PlayStation 4 gaming console in China citing “various factors,” it declared in a statement…
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How To Use Data To Find Your Ideal Customer
When was the last time you reviewed your ideal customer profile? Even if you have never officially created one, you probably have…
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Break Through Uncomfortable Power Struggles in Sales Negotiations
Sales negotiation is always uncomfortable because the outcome is unknown. In order to sell effectively, salespeople must accomplish two important tasks: They must accomplish their primary…
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Understanding The Customer Expectations Critical To Customer Experience
Recently I wrote Responding To Customer Experience Disasters. It’s stimulated some interesting discussion, some deeply personal because of the situation I wrote…
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