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” Your most unhappy customers are your greatest source of learning” –  Bill Gates

As you know I often say there is gold in everyone – just some people hide it better than others. You often have to really search.

I remember one woman who called here (I answered the phone as I do I think it is important for a Chief Experience Officer to stay in touch by making sure that she listens to what customers are saying). “I’d like to speak to the complaints department, ” she said. I responded (wondering how big she thought we were) “we’ve never had a complaint before.” She said “really.”  I said, “I have had lots of people wanting to make a contribution on how we can improve, get better and innovate though.” She said, “I’ll make one of those contributions then.”

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