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The first contact your customer has with your company may be the last. So you better make sure it is a good one. Don't leave your customers at the mercy of some cranky hostess, or wombat flight attendant. In fact, "cranky" and "wombat" shouldn't even be part of your employee vocabulary. In this edition, America's Super CEO, Steve Blue tells you how to "bookend" the customer experience so you are building in positive perception points that will guarantee you a lifetime of customer loyalty.
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