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Communication Showdown!

Last week, I was asked to weigh in on a conversation debating the value of organizations investing in omnichannel, a seamless approach to the consumer

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The Energy Bus

I recently received a review copy of The Energy Bus by Jon Gordon. It was a quick read consisting of 34 short chapters—some of which

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Crippled confidence

This post is the eighth in a series that will identify 10 different customer service obstacles that have emerged from my analysis of customer satisfaction

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Social indifference

I recall a statistic: 68 percent of customers quit doing business with a company or entity because of perceived indifference toward them as customers. When

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Navigating the weeds

Sometimes, through no fault of your own, you find yourself overwhelmed by demanding customers who may feel entitled to immediate attention. Maybe a large tour

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The Revelation Conversation

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