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Try to delight your customers by being personal. Small things matter and they do not cost much. Case in point? Use the customer’s name. Dale Carnegie said, “Remember that a person’s name is to that person the sweetest and most important sound in any language”. While that...

Today satisfaction is expected. Merely satisfying the customer along the experience journey map will not get that customer to tell their friends. Build in “surprise and delight” opportunities within the experience that employees can offer the customer. What would be your company’s version of your bank...

You can’t satisfy customers with disengaged employees. Start there first. How often do you ask your employees the NPS question? What are you doing about improving that score? You must have engaged employees to make the process work. The good news is that if you setup  the...

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