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Don’t give your customers reasons to ask for apologies

By Leo Valiquette

This is a story about a dining room set and organically grown frozen meat products, but it could just as easily be a story about a B2B technology product or service.

A couple of months ago, Francis wrote that customer service must be a deliberate strategy. How you approach customer service ought to be a strategic decision that is carefully and deliberately made. Retaining good customers, after all, is far less costly than acquiring new ones.

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