Index
access for customers with disabilities
advertising, on the Internet, 128, 140
alignment, of leaders, 103
Anderson, Chris, 115
anticipatory customer service, 5–6, 59–83, 133–134
benchmarking in, 67–68
dashboard concept in, 78–79
efficient processes in, 68–70, 72
emotional attachments in, 71–72
information about customer experience, 75–79
Internet and, 73–78
Lean Manufacturing methodology, 72
looking for defects/defective situations, 62–65
process-based solutions, 79–83
protective customer bubble and, 54, 96, 97–98
reactive customer service versus, 4–5
reducing waste to add value, 66–68
repetition strategy, 125–127
thinking ...
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