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Customer Delight vs. Customer Effort
There are two camps forming. Both are waving the customer experience flag with great conviction. Thousands of support leaders are choosing sides and donning the colors of either Customer Delight or...
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The Two Factor Theory and Customer Service
Co-written by Ben Patient and Nate Brown In the late 1950’s, Frederick Herzberg introduced his research that has revolutionized the way we look at motivation in the workplace. This theory is known...
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