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Distributors admit that even well-prepared drivers are likely to face unexpected delivery issues that can put their customer service skills to the test. Whether it’s damaged goods, incorrect orders, ...

Anticipatory customer service is the master skill, behavior, and attitude that distinguishes the kind of service that actually creates customer loyalty. Why would this be? Well, partly because it’s ...

Customers today are accustomed to highly personalized, seamless brand experiences. Waiting until something goes wrong is no longer an option in customer experience (CX). That's why forward-thinking ...