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Understanding Your Customer
Understanding Your Customer
Sears: Could Better Service Have Saved It
Understanding Your Customer
Customer Loyalty and Retention—It Takes Both
Understanding Your Customer
What It Takes to Make a Loyal Customer
Understanding Your Customer
Surprise! Delight your customers when they least expect it
Service Improvement
Part I: A Smile or a Sigh? Employee Engagement from a Customer’s Perspective
Service Improvement
Customer Feedback: How to Talk to an “8”
Service Improvement
Do Your Customers Trust You?
Service Improvement
How to Cut Out Customer Feedback Friction
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