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The Book of Road-Tested Activities by Elaine Biech

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Chapter 3

Customer Service and Sales: Imperative for Organizations

A 2010 IBM report based on insights from IBM’s Global Chief Executive Officer Study entitled Capitalizing on Complexity offered organizations a clear wakeup call concerning the importance of customer loyalty and offering great customer service.

The report reaffirms what every trainer (and every savvy CEO) already knows about the importance of customer service, but it takes the need for customer information to new levels of detail. The IBM report emphasizes this by using the word “intimacy” when describing the critical need to get close to customers. Moreover, the report states that 88 percent of all CEOs in the study selected “getting closer to the customer” as the most important ...

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