Good to Great: Creating a Tropical Storm of Customer Satisfaction

Why is it that almost every time we hang up the phone with a customer service rep, we feel flat? Despite the profiling technologies, the predictive analytics technologies, the customer databases that companies have at their fingertips, it is still insanely hard for them to provide a breathtaking experience. Why? I think it is because a lot of times companies are missing a key ingredient to business success – human passion.

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