Expert insights. Personalized for you.
With this responsibility, the chances of keeping up with stellar holiday customer service should not be shaken. A refreshing customer service experience paves the way for a new threshold. So how do you ensure that your customers revert for some more? MORE
"I need help creating a customer service plan." It's always some opportunity for improvement that triggers the request: Customer complaints are rising. The customer service leader is new to the role. The most important tool you'll need is a gap analysis. MORE
Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization. Top 5 B2B Customer Experience (CX) Best Practices for 2020! Predictive AI and Customer Experience: What’s Next? MORE
The result of a business is a satisfied customer.” We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly. Owing to the choice overload, a business is always at risk of losing its customers for some reason or the other. More and more companies are finding systematic ways to invest resources for better customer service, and this will continue to happen. MORE
Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis. . Sentiment Analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other contact centre data. In theory, Sentiment Analysis categorises opinions expressed in a piece of text just as a human might. Key customer feedback that could drive positive business change is being missed. MORE
Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world. MORE
Customer service is one of the most challenging and rewarding departments for every company. You can multiply your bottom line by streamlining the customer service for every product and service. Set up automatic updates to customers about progress in their issues. MORE
Here in this blog, we see a detailed comparison analysis between Mixpanel and Google Analytics. The Funnel Analysis. When the need is to measure how many visitors moved through a series of page views, funnel analysis is the best you can do. The mechanism used is quite flexible and the analysis of data that you receive is also accurate. Whereas on the other side, Google Analytics uses a customer to specify all the steps to be dealt with in a funnel, way in advance. MORE
Application turns customer frustration into customer delight via instant delivery of digital coupons and gift cards. Not only is the customer made happy, but it virtually guarantees they will continue to do business with the retailer. Drive customer loyalty and retention. MORE
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020. MORE
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. MORE
This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. They are real-time users looking for a rewarding shopping experience, and they expect the best service. The answer is in Omnichannel Customer Service, and we’ll tell you why. Customer retention. MORE
Each week I read a number of customer service and customer experience articles from various resources. RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton School of the University of Pennsylvania. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement. MORE
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience. MORE
Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. I do want to remind you that a repeat customer is not a loyal customer. MORE
This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken. Does it seem like your competitors have an advantage over you when it comes to attracting new customers? Or that too many customers are dissatisfied with your service? MORE
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands? MORE
Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. This session will explore the expectations of today’s consumers—from customers being able to connect with businesses whenever and however they choose, to businesses being able to interact and maintain context throughout every phase of the customer interaction. CRMXchange Roundtable Webinar. October 12; Webinar. MORE
If you are into the SaaS business, then surely you would have heard of the term customer lifetime value. It gives you the overall revenue an average customer generates during their entire relationship with a business. Customer profitability analysis is intended towards that. MORE
When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. In this video, I summarize three tools that we often recommend for their usefulness in customer service settings. MORE
Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently. For example, a 1,000-word ticket is submitted to your customer service team. MORE
Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan. CENTRIC has incorporated Nemesysco core QA7 and Layered Voice Analysis (LVA) technologies in its Deep SEA emotion detection and analysis service. Customer Service Articles MORE
One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. Here’s why I like NPS so much as a KPI of customer service quality: Credibility. MORE
B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are. Managing B2B customer support relationships is very different than managing individual consumers (B2C). How does customer sentiment analysis differ from a Customer Distress Index, or CDI™? MORE
While the sector is renowned for its superb range of innovations and ideas, it is also known to under-perform in one crucial department: customer service. Although customer service may not be the main focus of an engineering concern, it does yield immense power. The U.S. MORE
He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods understands what drives their customers’ purchase behavior. By following the process, you can use the results given to improve customer service. MORE
When it comes to predictive customer service, the methods we’ve covered so far ( product , channels ) have discussed qualitative information — using subjective information and experiences to estimate how people will act. It’s extremely valuable to track this information, but it doesn’t always tell the entire story, Quantitative research is another important component to driving customer satisfaction. At some companies, entire teams study customer data to recognize patterns. MORE
Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. Try These New Customer Service Social Media Strategies by Christopher Elliott. MORE
It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. According to Wikipedia, “ Root cause analysis (RCA) is a term used to denote a class of problem-solving methods aimed at identifying the root causes of problems or events. All of which has worked quite well and has stood me in good stead with my clients and customers. By: Colin Taylor. MORE
Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. To meet the raising customer expectations, real-time insights about customer sentiments can come handy for service agents to engage with them in a highly personalized manner and deliver empathetic service. MORE
Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. We busted through that noise found seven powerful tactics you can start using now to take your loyal customers to ‘super user’ status! Number one on the list is about solving a customer’s problems. MORE
In the era of advanced customer listening, tonal voice of customer sentiment analysis offers a lot less business value than it might suggest. And why won’t tonal sentiment analysis tools and systems equip you to make business decisions or move key CX metrics in your organization? MORE
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process. MORE
As demonstrated recently when Amazon Web Services experienced a wide outage, smart devices that relied on network availability effectively became useless. In the TechUK’s 2017 State of the Connected Home report, 49% of consumers reported that they want to self-service their devices, and 39% prefer to install their devices themselves without the assistance of the supplier. or partner with third-party providers to provide installation and troubleshooting services to customers. MORE
In this scenario, that goal is the customer. What I have learned over my fourteen plus years in marketing, is that it is especially vital for marketing and customer service to not only work together, but to have the same vision, the same expectations, and the same message to convey to the end user. Customer Service is any company’s front line. They are the ones that have the responsibility to create a repeat customer. MORE
And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. And you can leverage Virtual Agents’ artificial intelligence (AI) to level up your customer experience in a big way. MORE
The customer service leader sounded desperate. When I asked her why, she told me her company was losing customers due to poor service. Customer service leaders often send employees to training because they have a vague idea of what they want to improve, but they aren't able to be specific. The good news is there's a simple fix called a training needs analysis. What is a training needs analysis? Here's what that needs analysis entailed. MORE
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5 MORE
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Customers often seek out service because they have a problem and they want a person to empathize with them and make it right. So, how is AI changing the customer service industry to enable agents to make these human-to-human moments more impactful? MORE
Tethr
NOVEMBER 13, 2020
In the era of advanced customer listening, tonal voice of customer sentiment analysis offers a lot less business value than it might suggest. And why won’t tonal sentiment analysis tools and systems equip you to make business decisions or move key CX metrics in your organization?
Ameyo
AUGUST 23, 2018
Good brands understand their customers, but ideal brands understand the sentiments of their customers. They take care of customers’ needs by identifying how they feel about their products and services. To meet the raising customer expectations, real-time insights about customer sentiments can come handy for service agents to engage with them in a highly personalized manner and deliver empathetic service.
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SmartKarrot
OCTOBER 28, 2020
If you are into the SaaS business, then surely you would have heard of the term customer lifetime value. It gives you the overall revenue an average customer generates during their entire relationship with a business. Customer profitability analysis is intended towards that.
Brad Cleveland
DECEMBER 10, 2020
When you encounter a problematic aspect of service or customer experience, the first step is to identify root causes. In this video, I summarize three tools that we often recommend for their usefulness in customer service settings.
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TeamSupport
FEBRUARY 8, 2019
Sometimes how a customer speaks to you is just as important as what is being said. A compact label for this type of refined communication is customer sentiment. As more customer service software solutions are placing an emphasis on sentiment, it should come as no surprise that companies are looking to leverage this “hidden code” in communication to work smarter and more efficiently. For example, a 1,000-word ticket is submitted to your customer service team.
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Taylor Reach Group
APRIL 9, 2018
It always amazes me how Contact Center managers, their direct supports, and their superiors often fail to use one of the best tools at their disposal, Root Cause Analysis. According to Wikipedia, “ Root cause analysis (RCA) is a term used to denote a class of problem-solving methods aimed at identifying the root causes of problems or events. All of which has worked quite well and has stood me in good stead with my clients and customers. By: Colin Taylor.
ShepHyken
NOVEMBER 6, 2020
He shares the process of conducting consumer research and how to implement your findings into the customer experience. Whole Foods understands what drives their customers’ purchase behavior. By following the process, you can use the results given to improve customer service.
TechSee
DECEMBER 31, 2019
Companies now know that customer experience is the key competitive differentiator. Their customers are more likely to make repeat purchases, to try additional products or services, and to recommend the brand to family and friends. However, many companies are still struggling to make the customer service experience as effortless as possible. To help you plan, we’ve highlighted nine of the biggest customer service trends for 2020.
ShepHyken
NOVEMBER 2, 2017
This week we feature an article by Gemma Baker that shares three areas that your organization should examine during your regular competitor analysis. One key is to always deliver value to your customers to keep them coming back. – Shep Hyken. Does it seem like your competitors have an advantage over you when it comes to attracting new customers? Or that too many customers are dissatisfied with your service?
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Customers Tweet this The Customer Data Too Often Overlooked by the C-Suite Why Contact Center Analytics is Key to Identifying Opportunities for Growth 2 | Business Transformation and Analytics: Driving Change in a Customer-Centric World We read constantly about the need to adapt or die—and that “digital. INTRODUCTION Business Transformation and Analytics: Driving Change in a Customer-Centric World | 3. understand new sources of customer data and. want customer.
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ShepHyken
AUGUST 23, 2019
This week we feature an article by Martin Frascaroli who talks about why it is important to meet your customer needs using omnichannel customer service. . Your potential customers want to buy quickly and comfortably through an integrated experience. They are real-time users looking for a rewarding shopping experience, and they expect the best service. The answer is in Omnichannel Customer Service, and we’ll tell you why. Customer retention.
SmartKarrot
JUNE 17, 2020
Here in this blog, we see a detailed comparison analysis between Mixpanel and Google Analytics. The Funnel Analysis. When the need is to measure how many visitors moved through a series of page views, funnel analysis is the best you can do. The mechanism used is quite flexible and the analysis of data that you receive is also accurate. Whereas on the other side, Google Analytics uses a customer to specify all the steps to be dealt with in a funnel, way in advance.
ShepHyken
FEBRUARY 16, 2020
Each week I read a number of customer service and customer experience articles from various resources. 10 Ways To Provide a Cutting-Edge Retail Customer Experience by Janelle Estes. While the article does focus on Customer Experience strategies for retail, many are also applicable to B2B – or any type of organization. Top 5 B2B Customer Experience (CX) Best Practices for 2020! Predictive AI and Customer Experience: What’s Next?
ShepHyken
JULY 29, 2019
Each week I read a number of customer service and customer experience articles from various resources. RetailWire) Presented here for discussion is a summary of a current article published with permission from Knowledge@Wharton, the online research and business analysis journal of the Wharton School of the University of Pennsylvania. If the statement doesn’t focus on customers, that’s fine. Then have a customer service vision statement.
Talkdesk
FEBRUARY 23, 2017
When it comes to predictive customer service, the methods we’ve covered so far ( product , channels ) have discussed qualitative information — using subjective information and experiences to estimate how people will act. It’s extremely valuable to track this information, but it doesn’t always tell the entire story, Quantitative research is another important component to driving customer satisfaction. At some companies, entire teams study customer data to recognize patterns.
CSM Magazine
JANUARY 20, 2021
Application turns customer frustration into customer delight via instant delivery of digital coupons and gift cards. Not only is the customer made happy, but it virtually guarantees they will continue to do business with the retailer. Drive customer loyalty and retention.
Verint
OCTOBER 2, 2017
Verint’s Kelly Koelliker, director, global solutions marketing, will present “Innovations and Trends in Customer Service” at 2 p.m. This session will explore the expectations of today’s consumers—from customers being able to connect with businesses whenever and however they choose, to businesses being able to interact and maintain context throughout every phase of the customer interaction. CRMXchange Roundtable Webinar. October 12; Webinar.
SmartKarrot
DECEMBER 4, 2020
With this responsibility, the chances of keeping up with stellar holiday customer service should not be shaken. A refreshing customer service experience paves the way for a new threshold. So how do you ensure that your customers revert for some more?
delighted
APRIL 12, 2019
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process.
CSM Magazine
NOVEMBER 28, 2019
Nemesysco, a provider of voice analytics solutions for genuine emotion detection, has reported that CENTRIC, a provider of outsourced call center services in Japan, is using the company’s technologies to improve customer journey and sales performance in its three call centers across Japan. CENTRIC has incorporated Nemesysco core QA7 and Layered Voice Analysis (LVA) technologies in its Deep SEA emotion detection and analysis service. Customer Service Articles
Kayako
FEBRUARY 16, 2017
Design standards are not top of mind for you as a customer support professional but they are critical to your customers’ experiences. Your customer wants quick, easy answers to their simple questions. CEB, the insight and technology company that investigates customer loyalty best practices, reported that 67% of customers prefer self-service over talking to your team. So how can we meet our customer’s self-service demands?
Joe Rawlinson
JULY 10, 2019
The result of a business is a satisfied customer.” We have come a long way since the first industrial revolution and are now bursting with new products and services in crowded markets regularly. Owing to the choice overload, a business is always at risk of losing its customers for some reason or the other. More and more companies are finding systematic ways to invest resources for better customer service, and this will continue to happen.
ShepHyken
AUGUST 6, 2018
Each week I read a number of customer service and customer experience articles from various resources. 8 Tips for Delivering Authentic Customer Support by Tamina Steil. My Comment: Want to deliver authentic customer service that connects with your customers? Eight tips that will remind us of how important it is to try and create a connection with our customers. Try These New Customer Service Social Media Strategies by Christopher Elliott.
TechSee
JUNE 25, 2019
It seems like every company in every industry wants to harness the power of AI to enhance operations and positively impact the lives of their customers. A Tata Consultancy Services survey found that 31.7% of major companies around the world are currently using AI customer service technologies, the second most common use of AI after IT. The two fields attracting the most AI investment last year were automated AI-powered customer service agents, which raised $4.5
delighted
APRIL 12, 2019
So you’ve done the hard work of gathering customer feedback. You’ve created the perfect survey with a reliable distribution method, and as a result, have a gold mine of customer input at your disposal. Now it’s time to put that data to use with some customer feedback analysis. In this post, we’ll walk through all the basics of customer feedback analysis, from prepping your customer data to using survey analytics tools to simplify the process.
Toister Performance Solutions
AUGUST 15, 2019
The customer service leader sounded desperate. When I asked her why, she told me her company was losing customers due to poor service. Customer service leaders often send employees to training because they have a vague idea of what they want to improve, but they aren't able to be specific. The good news is there's a simple fix called a training needs analysis. What is a training needs analysis? Here's what that needs analysis entailed.
ijgolding
SEPTEMBER 24, 2015
For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. During these years of producing their Customer Experience Excellence Analysis, they have conducted over 1 million customer evaluations of more than 900 brands (across all sectors) – these facts alone suggest that the annual release of their research findings is essential reading for anyone with an interest in Customer Experience.
CSM Magazine
AUGUST 30, 2018
Dan Somers of Warwick Analytics explains how machine learning is improving the lack of accuracy and relevance associated with sentiment analysis. . Sentiment Analysis is widely used to supplement the analysis of text data in surveys, complaints, reviews and other contact centre data. In theory, Sentiment Analysis categorises opinions expressed in a piece of text just as a human might. Key customer feedback that could drive positive business change is being missed.
TeamSupport
DECEMBER 7, 2018
It’s no surprise that AI (Artificial Intelligence) is really starting to make an impact in the customer service industry. How companies interact with customers is being strongly influenced by this emerging technology. Customers often seek out service because they have a problem and they want a person to empathize with them and make it right. So, how is AI changing the customer service industry to enable agents to make these human-to-human moments more impactful?
CSM Magazine
DECEMBER 19, 2020
Customer service is one of the most challenging and rewarding departments for every company. You can multiply your bottom line by streamlining the customer service for every product and service. Set up automatic updates to customers about progress in their issues.
Call Center Weekly
FEBRUARY 8, 2018
In this scenario, that goal is the customer. What I have learned over my fourteen plus years in marketing, is that it is especially vital for marketing and customer service to not only work together, but to have the same vision, the same expectations, and the same message to convey to the end user. Customer Service is any company’s front line. They are the ones that have the responsibility to create a repeat customer.
UJET
DECEMBER 10, 2020
And there’s a very simple way to unlock each of your customer service agent’s full potential—give them a rock-star number two player. And you can leverage Virtual Agents’ artificial intelligence (AI) to level up your customer experience in a big way.
TeamSupport
DECEMBER 14, 2018
Last year, we highlighted some of the key customer service trends to watch in 2018 and many of them came to fruition. Once again, for the third year in a row, here are 7 customer service trends to watch in 2019…. 1) B2B self-service will become more interactive – Thanks to an increase in on-demand video content in their personal lives, customers are more frequently asking for the same in the business world.
ShepHyken
MAY 25, 2020
Each week I read a number of customer service and customer experience articles from various resources. How to calculate your customer retention rate by Bryce Baer. Rather, consider it a key metric to guide and improve customer retention strategy and retention rate. I was glad to see this article, which includes the formula to measure customer retention. I do want to remind you that a repeat customer is not a loyal customer.
Toister Performance Solutions
OCTOBER 22, 2020
"I need help creating a customer service plan." It's always some opportunity for improvement that triggers the request: Customer complaints are rising. The customer service leader is new to the role. The most important tool you'll need is a gap analysis.
ShepHyken
FEBRUARY 20, 2017
Each week I read a number of customer service articles from various online resources. 7 Impressive Tactics to Build Customer Loyalty and Create Your Own ‘Super Users’ by Anton Kraly. Performance Marketer) There are so many customer loyalty building tactics out there. We busted through that noise found seven powerful tactics you can start using now to take your loyal customers to ‘super user’ status! Number one on the list is about solving a customer’s problems.
Steve DiGioia
SEPTEMBER 9, 2016
One of the Top 30 customer service experts in the world, Steve Curtin provides today’s guest post. NPS is a customer loyalty metric created by Fred Reicheld, Bain & Company and Satmetrix in 2003. Essentially, it identifies customers as being Promoters, Passives, or Detractors of an organization, company, or brand based on their likelihood to recommend it to others. Here’s why I like NPS so much as a KPI of customer service quality: Credibility.
Team Support
JUNE 29, 2020
B2B customer support has become more complex than ever…in a good way. By utilizing the many tools available—and more technologically advanced than ever—B2B companies are able to gauge how their customers are feeling and how satisfied, or not, that they actually are. Managing B2B customer support relationships is very different than managing individual consumers (B2C). How does customer sentiment analysis differ from a Customer Distress Index, or CDI™?
CSM Magazine
SEPTEMBER 1, 2020
While the sector is renowned for its superb range of innovations and ideas, it is also known to under-perform in one crucial department: customer service. Although customer service may not be the main focus of an engineering concern, it does yield immense power. The U.S.
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