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Over the holidays, I made many phone calls to businesses and organizations. Some of the calls were to order items, other calls were to make a reservation or schedule a service. There was a distinct difference in how the experience felt when the phone was answered by someone who acted like a human vs. someone […]
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Look at yourself in the mirror. Are you really who you say you are? I can’t believe the number of organizations who only focus on creating a brand logo, brand marketing materials, and brand facility locations and not about the actual customer experience.  If you don’t live the brand, then what does it matter?  If […]
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