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Customers Like Self-Service, Unless It Undermines Customer Support

Customers Like Self-Service, Unless It Undermines Customer Support

Harvard Business Review - Michael Schrage

Due to my inadvertent idiocy, I lobotomized my smartphone by accidentally deleting an essential function. After 20-plus minutes of laptop Googling, Binging and YouTubing for a quick fix, I gave up. Nothing helpful could be found. Two days and mounting frustrations later, I pop into a Sprint store …

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