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Eating My Words
Dispatches From the Front
|
October 1, 2003
Wherein I admit that I was wrong about The Internal Customer
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Our Customers Expect "Total Transaction" Quality. So That's What We'd Better Be Building.
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A Cure for "Initiative Burnout"
However well intended, program-of-the-month incentives can have a debilitating effect on employees.
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Are You a Customer Narcissist?
Many attempts to get closer to the customer involve asking the customer to talk to you about you.
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