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by Christopher Angevine, Tamara Charm, and Candace Lun Plotkin The CEO of a large industrial company was struggling to balance competing demands from his sales force. One section was fully behind face-to-face selling, the other thought everything should be digital.
Forrester’s research shows that respecting and valuing their time is what customers expect first from a good service experience. In particular, they hate having to repeat themselves or be directed to the wrong person or destination.
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