By
Debra Ellis
and President
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3. What’s your customer satisfaction level? Is it trending up or down? Knowing why your customers are happy or unhappy will allow you to sustain or alter your behavior to maintain or increase customer satisfaction.
4. How is your business structured? Are your channels siloed, or have you developed a multichannel strategy? Figure out how your business structure affects service and productivity.
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Debra Ellis
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President
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