For Employees and Customers, Should the Goal Be Higher Engagement or Higher Experience Value?
Beyond Philosophy
NOVEMBER 28, 2016
CMC Thought Leadership Principal, Beyond Philosophy. Consistently, and irrespective of continent or country, the most effective reps showed true empathy for the customer’s issue, literally “owning” the issue as if it were theirs as well, walking in their shoes. Michael Lowenstein, Ph.D., and making a true emotional connection.
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