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Motivate employees to provide better service, not to beg
Keeping frontline employees in the loop about customer feedback is critical. But if you’re not careful, customer scores, rather than customer loyalty, can start to drive their behavior. You don’t want frontline employees begging for scores—an experience you’ve probably had at your local car dealership. In this video I recently shot with Harvard Business Review, I offer the three key tips that can help motivate your employees to improve things before the sale is final.
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