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My local car dealership struggles with service. On multiple occasions, I've arrived for an appointment only to learn a needed part didn't ..read more
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"Thanks for coming in today and checking us out!" This was my first introduction to an Amazon bookstore. It was a very un-Amazon ..read more
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The discussion about automation often focuses on jobs. A 2019 study by Indeed showed 60 percent of Americans think automation will put a ..read more
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Advertising disclosure: This blog participates in the Amazon Services LLC Associates Program, an affiliate advertising program designed to ..read more
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We've all experienced a self-service fail. Perhaps you've found yourself yelling "Human! Human! Human!" into a phone.  Maybe you've sat ..read more
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Note: Lessons from The Overlook is a monthly update on lessons learned from owning a vacation rental property in the Southern California ..read more
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I once reviewed every email my employees wrote to customers. It wasn't my idea. My boss insisted that I do it.  A customer had forwarded ..read more
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The Westin Portland was once quite a place. A long-term consulting project brought me to Portland, Oregon every week for several months. ..read more
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Annette Franz, Author of Customer Understanding Advertising disclosure: We are a ..read more
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Advertising disclosure: We are a participant in the Amazon Services LLC Associates Program, an affiliate advertising program designed to ..read more

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