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The Science of Service
By Mark Colgate
eBook
$9.99
By Mark Colgate
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When it comes to customer satisfaction, consistency is king—not the customer.
While it’s been proven that customer satisfaction can greatly impact many financial aspects of a business—from cash flow to profitability and share price—most companies have not considered the science behind customer service or built a system for it. With Mark Colgate’s FAME model—standing for Framework, Accountability, Moments, and Endurance—companies and organizations will be able to differentiate themselves, and...