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Whether by phone, Internet, catalog or face to face, it's the total customer experience that is important. What's needed, explains management guru Tom Peters, is attention to the total customer experience, the combination of tangible and intangible elements that appeals to customers' deepest needs. The best early warning system for monitoring the total customer experience is to implement a program that includes an assessment of (1) product and service quality, 2) employee competency and engagement, (3) customer-service culture and (4) business processes. |
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