I recently read an article in the July 2014 issue of Call Center Times. The article, Customer Experience Makeover: What to Work on First? discusses five strategies to improve the customer experience. The fifth and final strategy is: Move satisfied customers to very satisfied customers. Here are just a…

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On average, people tell 9 other people about a good experience with a company.           Think about the last time you had an issue with a service or product. Was it easy to reach the vendor? Did the vendor correct the problem quickly? Were you satisfied or dissatisfied with the customer…

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