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Some related posts from Technorati and Google.

Dennis Snow Blog: Define the desired customer experience - Without defining what the customer experience is supposed to be, you are left at the mercy of each individual employee’s opinion of what it should be. There would likely be significant differences in those opinions.A good place to begin crafting a definition is to determine what you would want customers to say to a friend or family member after any experience with your organization.

[Sequence Inc. Fraud Files Blog] A new pyramid scheme: United First Financial | Sequence Inc. Fraud ...: The bottom line is that you are like I was and a lot of people who have degrees and professional designations and think that you are just so much smarter than the average bear but when it comes down to it, if I put you on the stand in a fraud trial I would impeach you so fast because you really can’t tell me how they achieve their results with the math to back it up. For sure you can’t replicate it and I’ll bet any amount of money that you and Joe together (and you probably have never even met Joe) can’t do it either without spending 10 times the amount of time to do it.

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