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My Comment: My friend Steve Curtin, fellow customerservice expert, shares an entertaining story about a problematic experience at a hotel restaurant. This comes as no surprise, especially if we take into account the rise in today’s customer-centric culture. How to Engage Remote CustomerService Teams by John Ernsberger.
Research from American Express shows that 70% of customers are willing to pay a premium to do business with a company that offers great customerservice. On the other hand, poorcustomerservice can cost companies dear. So we agree that extraordinary customerservice is expected, and not exceptional anymore.
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