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The Perfect Balance Between Cost Reduction (Corporate Value) and Effectiveness (Customer Value) Posted by Customer Passion LLC | October 9th, 2005

Thomas Hammond, Vice President of Customer Experience Management, describes the carrier's success in switching from a pure cost focus to more of a customer focus. In 2001, they implemented a customer-centric, closed-looped feedback system with the aim of improving the customer experience while coaching, developing, and retaining employees across 8 contact centers.

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