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From:
Quality Digest
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Study: Reducing Customer Effort Is Key to Managing Loyalty | Quality Digest
https://www.qualitydigest.com/inside/quality-insider-news/study-reducing-customer-effort-key-managing-loyalty-062910.html
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(CEB: Arlington, VA) -- The Corporate Executive Board (CEB) has challenged conventional customer-service wisdom by revealing that it doesn’t pay to delight a customer.
