Coach Smarter: How to Maximize the Value of Your VoC Program on the Frontline
PeopleMetrics
JANUARY 29, 2014
At every level of sports, there are coaches. What isn’t debatable is the value of coaching in customer interactions. According to Matthew Dixon and Nick Toman, co-authors of the recent book The Effortless Experience: Conquering the New Battleground for Customer Loyalty , coaching results in significantly higher performance.
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