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Complaining Customers Are a Gift From Heaven

March 21, 2016 Clemens Rettich

The Silently Unhappy

We know little about each other when things are going well. The mask stays in place.

We find what you are made of when things go wrong.

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Maximizing Your Customer Experience "Surface Area"

May 19, 2014 Clemens Rettich

 The other day I was shopping for alcohol, but not just any alcohol. I love cocktails. Not just drinking them, I love learning about, making, and sharing cocktails. It is creative DIY with...

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Do it right. Then do it again. Consistently Great Customer Experience

May 10, 2013 Clemens Rettich


Building a rock-solid and profitable foundation for your business in the social market requires three things.

  1. The basics.: great products or services.
  2. The experience: wrapping your products and...
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Listening is a Contact Sport

March 03, 2013 Clemens Rettich


Being a great listener is no more about collecting information than being a great communicator is about having a big vocabulary

A great listener not only hears what is being said but treats...

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