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From:
Harvard Business Review
(Uncensored)
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The Employee-Customer-Profit Chain at Sears
https://hbr.org/1998/01/the-employee-customer-profit-chain-at-sears
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Tagged with:
customer service
customer experience
business management
motivating people
performance indicators
Behind “the softer side of Sears” is a set of rigorous leading indicators that measure attitudes, impressions, and future performance.
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