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Research Articles



The Customer

The Customer


Beat customer expectations on service

Beat customer expectations on service


The AU250 Performance Index


Reimagining customer service

Reimagining customer service


Otto: making it easy for shoppers to get in touch

Otto: making it easy for shoppers to get in touch


Bol.com: using social media to reach out to customers

Bol.com: using social media to reach out to customers


IBM: Thinking ahead

IBM: Thinking ahead


Shop Talk

Shop Talk

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