I recently sold my house and am in the process of moving in to my new one. This is a very exciting time for my family, but behind all the fun comes a lot of planning, organization, and coordination. I have talked to more customer service representatives than I would like to admit, and used multiple channels to get my questions answered and services prepared. I learned that companies are not preparing properly for those 1-on-1 experiences with their customers. They’re not ready to....

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