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Make Good News Better

Great organizations are always inventing new ways to make customers' experiences more valuable. South African Airways focuses on higher performance by looking at each element of its service from the...

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Tells

Tells are indicators of what others see in you—how you will behave in any situation. Customers use all of your interactions with them to form an impression of how you will treat them as customers in...

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Getting Customers to Trust You

Developing customers' trust can be elusive. We all talk about it, but few organizations have a plan that anyone--executives or other employees--really understand. A solid plan consists of specific...

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