“We can’t learn from people who are perfect. We can only learn from people who are imperfect.” – James Robilotta, CSP® That was my main takeaway from James’ excellent session on “The Power of Relatability – How to Deliver...
Moments matter. Little things that create delight in the customer experience can be revenue gold…Research shows that companies focus 80% of their time on fixing problems instead of only 20% on creating peak moments. Peak moments matter because they hold value...
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