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The Curated Experience

Feb 28, 2017

You don't need more training. Training is not the reason your experience stinks.
Most training programs and processes are awful. But if you've had a great training program, it's still not equipped with what it takes to help you build an emotional connection with your customers.
You need more contextual coaching to learn...

Feb 17, 2017

This is an episode about the anatomy of a painful customer experience.
We have a real end consumer on this episode who shares his experience with one of the leading phone companies.
There's all of this effort to wow people when people just don't want to go through all the hassle. As a customer I just want you to take...