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  1. Thoughts from the Zeitgeist

Knowledge is Power!

When data drives positive change, pain-points disappear. {A Note to Readers: This is another in a series of guest blogs focused on Customer Experience from the amazing Katy Wild. Working with Katy, I can always expect to learn something; I trust you will, too. ~ bph} Our Freeman family is widely known for the outstanding service […]
Written by BPH September 12, 2017October 23, 2020
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  1. Lessons In Leadership

Customer-Driven Approach vs. Process-Driven Approach

The other day I got caught in one of those interminable calls with my cable provider. We’ve all been in this special little hell. My objective was to report a service outage and schedule a hasty repair. The objective of the person on the phone was to follow the provided script and try to appease […]
Written by BPH May 26, 2016October 26, 2020
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