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How to Think Like Your Customer (and Why It Matters)

It’s an all-too-common scenario: You’re trying to get resolution, make a purchase or find an answer to your question, and the person on the other end of the line or across the desk from you seems to be on a completely different wavelength, unable to connect with you to get you what you need.

You might try to rephrase your questions, hoping they’ll finally “get” what you’re asking, but even if they ultimately have an answer, the end result is often frustration, dissatisfaction and irritation....

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