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No Cinderella Story: How a Bad Survey Can Ruin the Ball
I recently took a retail therapy break to my favorite store. I won’t name names but I consider this store to be the Disney of retail. Disney is well known for their guest experience and this retailer...
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Survey Boardom: Little Chance of Further Sails From Me
My elder brother, being a kindly soul, decided to take my 80-something-year-old parents on a cruise to Norway for a week. He doesn’t have his own ocean-going yacht, so he used a well-known company. If...
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What is the Purpose of Customer Satisfaction Surveys Anyway?
Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. I actually wanted to be contacted by the airline, but there is no...
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