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7min chapter
RESET: How To Change What's Not Working
What It's Like To Be...
The Pitfalls of Misguided Customer Feedback Systems
This chapter recounts a troubling customer experience at a dealership marked by excessive follow-up and pressure for favorable survey responses. It illustrates how the dealership's focus on metrics overshadowed genuine customer service, leading to disconnection and dissatisfaction.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode