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110. Karl Schwantes: POWERFUL PARTNERSHIPS

The Dent Podcast

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Elevating Customer Experience Through Surprises

This chapter explores strategies for enhancing customer experiences by focusing on memorable interactions and the power of surprise. It discusses how businesses can leverage metrics like Google reviews while emphasizing the importance of creating 'magical moments of truth' to exceed customer expectations. Additionally, the chapter reflects on the impact of the COVID-19 pandemic on business operations and the pivot towards developing a framework for successful customer engagement.

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