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Are you easy to do business with? This business maxim has been around for a long time, but the concept has been gaining more formal attention in recent years. The Corporate Executive Board has done some noteworthy research on customer effort – the idea that the more effort customers must exert throughout a service request …
I just wrote a new post for Salesforce called 5 Tips for Decreasing Customer Wait Time That Really Work where I explore ways to minimize the negative effects of wait and hold times on the customer experience. The post contains some really interesting data that illustrates the financial interest that companies should have in reducing …
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