Have you ever had a retail experience that starts with a bang and ends with a thud? That’s what happened to me recently at Wachovia Bank, and I share it as it illustrates a core practice of Cust...
Read More →How often have you seen trophies, plaques, and crystal featured in advertising as evidence that a product or service has received the “highest ranking” by the survey company? If you are channel or...
Read More →That’s the cry heard from an increasing number of frequent flyers today. When primary research is commissioned to help diagnose the complaint, it may be surprising to learn that the same program fea...
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