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Where’s My Sign?

Where’s My Sign? I stopped into a big-box home improvement store today, and as I was parking I noticed a sign mounted to a light pole, in the closest space by their main entrance, that said “Reserved for Employee of the Month”.  I immediately looked around for the parking spot reserved for the Customer of the Month, but couldn’t find it.  The space was empty.  My first thought was: is it possible that everyone’s performance was so bad, no one “won” the spot this month?  Judging...

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How Painless Problem Resolution Creates Lifelong Fans

Is quick and easy problem resolution a top priority for your company? It should be. Great customer service is a leading way to create loyalty among your customers, and when it comes to return on investment, a study by Watermark Consulting shows that it can't be beat. After analyzing the stock portfolio performance of publicly traded companies in Forrester Research’s annual Customer Experience Index ranking, Watermark found that the top ranked companies handily outperformed the overall market, while the bottom ranked companies trailed far behind...

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