Day: January 2, 2014

Making it Right: Turning Breakdown Experiences into Forever Customers

It happens from time to time, despite your best efforts.  Your business dutifully prepares for seemingly every contingency and investigates each process fault point. Yet, once in awhile, something still manages to fall apart when trying to serve a customer.  The work of researchers like Amy Smith and Ruth Bolton published in the Journal of…

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The Starbucks Experience: Leadership Tips eBook
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