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segunda-feira, 13 de junho de 2011

Customer experience: metrics vs action misalignment

Hi, this is a simple representation of the idea expressed by Ron Kaufman in the article "Your employees don’t care about service targets. And here’s why!". (http://bit.ly/lmwd1z)
Idea of this picture is to express in a simple image the thoughts commented by Ron in is text.
Leandro

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