James Fiorda

Real-Time Decisioning: Aligning Competing Customer Service Goals Is Not a Fairy Tale

James Fiorda -
Once upon a time, the charter of customer service was to put the customers' needs first. But it cost money. So much money, in fact, that customer service started to focus less on their charter and more an important goal: to control costs. As...

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Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies

Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer relationships, author Bob Thompson reveals the five routine organizational habits of successful customer-centric businesses: Listen, Think, Empower, Create, and Delight.

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