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Apple Store Employees Create a Raving Fan
It is not about being a Mac person or a Windows person. I know there are many personal preferences to that debate, but our decisions are based a lot on our history. This...
An Apology Can Overcome the Most Difficult Mistakes Last week while I was in Chicago I received a call from my wife regarding an explanation of benefits (EOB) insurance form she received in the mail. This is not something...
Is Social Media A Fundamental Shift for Customer Service? As I am sitting here preparing for my keynote at the Call Center Summit in Orlando I keep thinking about this question. I have seen a fascination with social media uses...
When Life Gives You Lemons, Just Make Lemonade! "There is a lesson to be learned from the Lemonade Girl with the pretty blue eyes and hair that once curled. You see, Alex lived by the words from which her foundation...
Attention C-Suite: The Times They Are A-Changin'
The C-Suite needs to hear some words from Bob Dylan:
Come gather 'round people
Wherever you roam
And admit that the waters
Around you have grown
And accept it that...
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