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Jay, this is also a great example of how you have to hire people who already "get it"...people who are already customer focused. There is a difference between customer service and customer focus. You can't teach a person who isn't already customer focused to do what Becky did. It just isn't in their DNA.
3 years ago on Social Business Is About Actions Not Words
Excellent (and entertaining!) explanation, Jay.
3 years ago on The 6 Stages of Exposing Yourself with Content Marketing