When was the last time you sat in front of a salesman and thought about how good they are?  Most are awful, really damned awful! They talk and talk about what their product does without spending enough time to ask you what you want. And so you drift off and start thinking about other things.…

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There’s a statistic often quoted that if you get bad service, you’ll tell a whole load of people about it, to warn them not to use the company themselves. The surveys come in somewhere between around 10-20 people for each bad customer experience. For a great customer experience, only 2-3 people are told about it,…

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