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Listening is a difficult skill, but it's worth putting in the practice.
Things will go wrong, so here's an example of how one company managed to create a great experience from a bad one.
Customers can and will switch allegiance if you fail to meet their expectations. What are you doing to keep your customers satisfied?
If I asked you to list your company’s assets, would you reel off the items on your balance sheet, or would you put your customers first?