Avatar - Sebastian Thielke
Sebastian Thielke
flipped into Social Media, SCRM and Big Data - the whole package
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Avatar - Harvard Business Review

Here’s How to Actually Empower Customer Service Employees

Harvard Business Review - Chris DeRose and Noel Tichy

There is perhaps nothing as fundamental for organizations as customer service. Any company in a truly competitive market suffers an inevitable decline if it ignores this basic discipline for too long. Take McDonald’s for example—the organization’s recent confession to franchisees that 20 percent of …

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