I once had a chance to meet and talk with the late W. Edwards Deming. Dr. Deming was one of the world’s preeminent quality gurus,...
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Great customer experiences happen by design
Customer-centric organizations spend proportionally more time designing processes and proportionally less time getting better at appeasing unhappy customers. They devote their attention to eliminating what...
Read More >>>Essential Metrics for the Service Operation
There are many variables in customer service and different perspectives of what’s important. What should you focus on? We’ve found there are seven key aspects of service that should always...
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