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Judge Rules On Sheps Law of Customer ServiceLet’s go back to physics class for just a moment. Isaac Newton’s third law of motion states, “For every action in nature, there is an equal and opposite reaction.” I admit to struggling in physics, but this was one principle I understood. The other day, a friend quoted Newton’s third law, and it hit me. Not only does this happen in physics, but it also happens in business, specifically when there is bad customer service or a bad customer experience (CX). So, with that, I bring you Shep’s Law of Customer Service, which is:  For almost every bad customer experience created, there is an opposite reaction by the customer. They don’t come back.    (more…)

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