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Building a Case for Getting Better

The other day I ran across some notes I’d made for an executive of a large company that I was coaching. He was working on a speech with the goal of convincing the rest of the team that the "Customer Experience" was so critical to their business that they should be making a large investment in training everyone who touched the customer to go above and beyond, to add discretionary effort, to go the extra mile. Here are some talking points....

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