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Real Leadership Means Listening To Your Customers

I recently blogged about the problems some executives have identifying with their own customers. The Institute of Customer Service research I referred to shows clearly that many executives have no idea what the customer really wants and don’t appear to … Continue reading

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How can you recover from a #custserv disaster?

Writing in Forbes, customer service expert Micah Solomon has produced a simple four-step plan for recovering from customer service disasters. Every company has been there – a customer complaint whether justified or unjustified ends up creating a big argument with … Continue reading

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