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Not long ago I saw a demo of a cool product for gathering customerfeedback called Stella Connect. They have a fun angle on customer satisfaction where customers are invited to rate their experience with the specific agent that helped them. Customers can then recommend that agents be rewarded. Here’s why.
As I did further investigation I learned that on some forms agents could earn extra credit for “Going above and beyond for the customer” or for “WOWing them.” In my opinion we can thank a handful of customerservice news stories that somehow conditioned us to think that customerservice isn’t great unless it goes viral.
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