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one thing questionFor many years, I’ve shared the concept I call the One Thing Question. The idea is to ask a customer, “What’s one thing you can think of that would make doing business with us better?” I love this question because it’s all about how a company can improve in virtually any area. Some customers might suggest product improvements might suggest a way to improve the system. Some might share an idea of how to deliver better customer service. Every time a customer gives a thoughtful answer to this question, they are giving you a gift. (more…)

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