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Repair Shop - Sending Mixed MessagesI read Jan Carlzon’s book, Moments of Truth, many years ago. It was one of the most powerful customer service and experience books at the time, and the content aligned perfectly with my idea of creating Moments of Magic for our customers. Carlzon’s definition of the Moment of Truth was:   Anytime a customer comes into contact with a business, however remote, they have an opportunity to form an impression.   (more…)

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