I read an article entitled “Why Customer Experience is a Long-Term Investment,” which appeared recently in Connections Magazine. The author discusses how important the customer experience is today, yet that many organizations are “often reluctant when it comes to investing the time, money, and effort necessary” to meet their customers’ expectations. If you are a…

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We had nasty wind storm in Ontario a couple of months ago. My husband fixed the siding with duct tape. Last week I had time to call vendors to request quotes to fix the siding. The first vendor I called greeted me with this automated message, “We are experiencing higher than average call volumes. Please…

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