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Retain Customers & Gain Referrals

If you are a customer experience professional, business leader, or entrepreneur with limited time for podcasts, Customer Experience University is for you! These 3 to 5-minute weekly episodes are designed to help you think and act in ways increase customer loyalty and drive word-of-mouth business.

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In this episode, Dr. Michelli outlines research on the \"service recovery paradox\" and provides tips for relationship restoration and relationship enhancement through service recovery behaviors.

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In this episode, Dr. Michelli outlines research on the \"service recovery paradox\" and provides tips for relationship restoration and relationship enhancement through service recovery behaviors.

Bitter to Loyal: How to Move Customers from Detractors Into Advocates

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