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Surprise! by Vincent P. Magnini

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CHAPTER 9

Expertise Access in Organizational Relationships

Introduction

As detailed in the previous chapter, the best customer surprise strategies are often the result of employees working together in idea generation and implementation. Therefore, this chapter outlines the means by which employees can feel that they have access to one another’s expertise.

ac·cess / ak-ses / noun

1. the ability, right, or permission to approach, enter, speak with, or use; admittance;

2. the state or quality of being approachable;

3. a way or means of approach.

Awareness is not enough. For your employees to collaborate to create surprise ideas they need to feel ...

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