ELIMINATE 3
Exterminate! Exterminate!
—The Daleks from Dr. Who
WHAT IS “ELIMINATE” AND WHY IS IT IMPORTANT?
Of all five of the frictionless strategic actions, Eliminate produces the most impact. “Eliminate-able” contacts are those that irritate customers and add cost and problems to an organization. Customers do not want to have to contact any business because their products or services are unsatisfactory, confusing, or delivered late. These contacts reveal the worst kinds of friction. They carry the greatest risk of escalation to expensive ...
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