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How customer satisfaction surveys went from helpful to ‘intrusive’

By Brent Jabbour

At 12 years old, customer service and experience expert Shep Hyken started his first business as a birthday party magician. It was then that his parents first instilled in him the importance of customer feedback. “One of the things my mom told me [was to] write a thank you note,” Hyken, now the chief amazement...

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